Complaints Policy

Email hello@bdoor.io with the subject “Complaint”. Include your name, application or case reference, the service or provider involved, what happened, the outcome you seek and any relevant non-sensitive evidence. Do not send card credentials or identity documents by ordinary email.

bdoor will:

1. acknowledge the complaint, normally within 2 business days;
2. assign a person who was not solely responsible for the disputed action where practical;
3. review the case record, quotation, communications, payments and provider input;
4. request any missing information;
5. provide a reasoned written response, normally within 15 business days; and
6. explain any remedy, further review or external route available.

Complex complaints may require more time. We will explain the reason and provide an updated target date.

If the complaint concerns an independent professional, bdoor may share the relevant complaint information with that provider and coordinate its response. This does not remove any right to complain directly to the provider’s professional body or regulator.

Making a good-faith complaint will not result in retaliation. Complaint records will be restricted, retained under the approved schedule and analysed for recurring problems.

Nothing in this Policy prevents a customer from using a court, regulator, professional body, payment-provider dispute process or Bangladesh consumer complaint route available under applicable law. The National Consumer Complaint Centre currently publishes hotline 16121 and an online complaint route; Cursor must link to the current official DNCRP page rather than hard-code an unofficial domain.

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