Complaints Policy

Complaints Handling Policy

This complaints procedure is readily available to every customer upon request. It is also included in a summary form in our customer documentation. We are dedicated to resolving complaints swiftly and effectively. If you are dissatisfied with our services, we encourage you to follow the steps below to make your complaint known.

How to File a Complaint

To file a complaint regarding our services or those of our trusted partners, you can reach us through the following methods:

Complaint Handling Process

We will promptly acknowledge receipt of your complaint within five (5) working days and commit to providing a comprehensive response within four weeks. Should we require additional information during our investigation, we will contact you. For more complex complaints that may take longer than eight weeks to resolve, rest assured that we will keep you informed of our progress throughout the process. If your complaint pertains to one of our trusted partners, we will seamlessly forward the details to them and notify you of this action, as well as provide you with their complaints procedure. Your concerns are important to us, and we are here to ensure they are addressed.