The procedure applies to all staff receiving or managing complaints made to us by our customers with regard to the products or services provided by us.
We have a dedicated Customer Service Manager helpdesk (CSM) as the first point of contact for registering all complaints related to the products and services provided by us.
Wherever possible, all complaints registered with CSM will be resolved at the first contact. Priorities of the complaints will be assessed according to the urgency of the issue. If the issue concerns an immediate risk to safety or security, it will be dealt with on a priority.
For all other complaints except the complaints of an urgent nature, the resolution will be provided within 21 working days from the date of complaint (verbal or written). If for any reason it requires more time to investigate, we will ensure to communicate it to the customers in writing and try to resolve the complaint within 45 working days from the date of the initial complaint.
If the customer is not happy with the resolution or the complaint is out of CSM’s purview, it will be escalated to the Operations Manager (OM). The next and final escalation level within the organisation will be Director.
