A member of the Customer Service Team will confirm receipt of your complaint via email within 24 hours of receiving it and will aim to resolve the complaint within 5 business days.
On occasion, the complaint will need to be escalated for further investigation for which the Customer Service Team may extend the timeline to 15 business days following receipt of the complaint.
In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, the Customer Service Team may have up to a maximum of 35 business days from the date of receipt to issue a final response.
If a complaint needs to be escalated or falls under exceptional circumstances, you will be notified by the Customer Service Team accordingly.
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