Introduction
We are committed to delivering high-quality products and services. This Complaints Policy explains how concerns or complaints will be handled in a fair, transparent, and timely manner.
Purpose
The aims of this Policy are to:
Provide a clear framework for raising and resolving complaints.
Ensure complaints are managed with respect and consistency.
Use feedback to improve our services and customer experience.
Making a Complaint
Complaints can be submitted through our designated contact channels provided on our website. When submitting a complaint, please include as much detail as possible to help us investigate effectively.
Process
Acknowledgement – We will confirm receipt of your complaint within a reasonable timeframe.
Review – The complaint will be reviewed by the appropriate team member or manager.
Response – A reply or resolution will be provided after the review is complete. If additional time is required, we will inform you.
Escalation – If you are not satisfied with the outcome, you may request a further review of your complaint.
Confidentiality
All complaints are treated with confidentiality, and personal information will only be used for the purpose of handling the complaint.
Continuous Improvement
We regularly review complaints to identify recurring issues and opportunities for improvement in our services.
Policy Updates
This Policy may be updated from time to time. Continued use of our services after updates will be considered acceptance of the revised Policy.
