What is the company’s procedure for investigating a complaint?

The company follows a strict procedure for investigating a complaint. We escalate complaints as necessary. The company will then inform the customer of the outcome of the internal complaints procedure which is communicated within ten (10) days of the receipt of the complaint. If the company requires more time the customer is duly notified and the complaints procedure is further extended by ten (10) days. This ensures that complaints are dealt with efficiently and effectively, providing customers with timely resolutions.