Acknowledgment of your complaint
We are committed to providing our customers with a high-quality experience. If you have a complaint, we want to hear about it so that we can resolve it as quickly and effectively as possible.
To make a complaint, please contact us in writing, by email, or by phone. We will acknowledge your complaint within 24 hours of receiving it.
Investigation of your complaint
Once we have received your complaint, we will investigate it thoroughly. We will gather all of the relevant information, including your account of what happened, any supporting documentation, and witness statements.
We will then take the necessary steps to resolve your complaint. This may involve:
- Apologizing for any inconvenience or dissatisfaction you have experienced.
- Offering a refund or other form of compensation
- Taking steps to prevent the same problem from happening again.
Resolution of your complaint
We will aim to respond to your complaint within 2 working days of receiving it. However, in some cases, it may take longer to investigate the complaint and reach a resolution. If this is the case, we will keep you updated on our progress.
Escalation of your complaint
If you are not satisfied with the way we have handled your complaint, you can escalate it to a senior manager. To do this, please contact us in writing, by email, or by phone.
We will keep a record of all complaints that we receive. This information will be used to help us improve our services and to prevent the same problems from happening again.
We appreciate your feedback, and we are committed to resolving your complaint in a timely and satisfactory manner.