Complaints Policy

Our Commitment

We are committed to providing excellent service to all our users. We take complaints seriously and use them as an opportunity to improve our services. This policy sets out how we handle complaints in a fair, efficient, and transparent manner.

What is a Complaint?

A complaint is an expression of dissatisfaction about our service, actions, or lack of action that requires a response. This may include:

• Quality or delivery of our services
• Behavior or conduct of our staff or representatives
• Our policies, procedures, or decision-making processes
• Failure to provide a service or meet expectations

How to Make a Complaint

We want to make it as easy as possible for you to raise concerns. You can submit a complaint through any of the following channels:

• Email: Send your complaint to [email protected]
• Phone: Call our customer service line during business hours
• Mail: Write to us at our registered office address
• Online Form: Use our contact form on the website

When making a complaint, please provide as much detail as possible, including:

• Your contact information
• A clear description of the issue
• Any relevant dates, times, or reference numbers
• What you would like us to do to resolve the issue

Our Complaints Process

Step 1: Acknowledgment

We will acknowledge receipt of your complaint within 2 business days. We will provide you with a reference number and the name of the person handling your complaint.

Step 2: Investigation

We will thoroughly investigate your complaint, which may include:

• Reviewing relevant records and documentation
• Speaking with staff members involved
• Gathering additional information if needed
• Contacting you for clarification if required

Step 3: Resolution

We aim to resolve complaints within 10 business days. We will:

• Provide you with a full explanation of our findings
• Offer appropriate remedies or solutions
• Explain any actions we will take to prevent similar issues
• Inform you of your options if you remain dissatisfied

Step 4: Escalation

If you are not satisfied with the initial response, you can request that your complaint be escalated to a senior manager. The escalated complaint will be reviewed within 5 business days, and you will receive a final response.

Response Times

Your Rights

When making a complaint, you have the right to:

• Be treated with courtesy and respect
• Have your complaint handled fairly and impartially
• Receive regular updates on the progress of your complaint
• Have your complaint handled confidentially
• Be accompanied or represented by someone of your choice
• Request that your complaint be escalated if you are dissatisfied

Learning from Complaints

We regularly review complaints to identify trends and opportunities for improvement. Complaints help us to:

• Improve our services and customer experience
• Identify training needs for our staff
• Update policies and procedures
• Prevent similar issues from occurring in the future

External Review

If you have exhausted our internal complaints process and remain dissatisfied, you may have the right to escalate your complaint to an external body or regulatory authority, depending on the nature of your complaint and applicable laws in your jurisdiction.

Contact Information

Policy Updates

This complaints policy is reviewed regularly and may be updated to reflect changes in our procedures or regulatory requirements. The most current version will always be available on our website.

Last updated: November 8, 2025