Complaints Policy

Introduction

1. We value our users and are committed to providing a high-quality service. However, we understand that there may be occasions when our service does not meet your expectations. This Complaints Policy outlines our procedure for handling complaints, ensuring that they are addressed promptly, fairly, and effectively.

2. How to Submit a Complaint

If you have a complaint, please contact us through one of the following methods:

• Email: [email protected]

3. Information to Include in Your Complaint

To help us address your complaint as quickly and efficiently as possible, please include the following information:

• Your name and contact details
• A clear description of your complaint
• Any relevant supporting documents or evidence
• Your desired outcome or resolution

4. Acknowledgment of Your Complaint

We will acknowledge receipt of your complaint within 7 business days. This acknowledgment will include:

• The name and contact details of the person handling your complaint
• An estimated timeframe for resolving the complaint
• A unique reference number for your complaint

5. Investigation Process

Your complaint will be thoroughly investigated by a designated member of our team. This process may involve:

• Reviewing relevant documents and records
• Contacting you for further information or clarification
• Consulting with relevant departments or personnel

6. Resolution and Response

We aim to resolve all complaints within 14 business days of receipt. If we are unable to meet this timeframe, we will contact you with an update and a revised estimate. Once the investigation is complete, we will provide a written response detailing:

• The outcome of our investigation
• Any actions we have taken or will take to address your complaint
• Any proposed resolution or remedy
• With regard to content removal requests, we will resolve each case fully within 7 working days.

7. Appeals Process

If you are not satisfied with our response, you may request an appeal. To do so, please contact us within 7 days of receiving our response, stating the reasons for your dissatisfaction. Your appeal will be reviewed by a senior member of our team, and a final decision will be communicated to you within 14 business days.

8. Confidentiality and Data Protection

We will handle your complaint confidentially and in accordance with our Privacy Policy. Your personal data will only be used for the purpose of addressing your complaint and will be stored securely.

9. Continuous Improvement

We take all complaints seriously and use them as an opportunity to improve our services. We regularly review our complaints handling process to ensure it remains effective and responsive to our users' needs.

10. Contact Us

If you have any questions about this Complaints Policy or need further assistance, please contact us at:

Email: [email protected]