Help & Support
Complaint procedures
A structured pathway to raise a concern, track the outcome and escalate responsibly — without noise or confusion.
01 · Scope
What qualifies as a complaint
A complaint is any formal issue related to service quality, a communication breakdown, a process deviation, or a misconduct concern that requires structured review and resolution.
02 · Process
The complaint workflow
- 1SubmissionYou submit the complaint with details and evidence.
- 2AcknowledgmentYou receive a ticket number and timeline expectations.
- 3ReviewThe relevant department reviews facts and communication logs.
- 4Resolution proposalAn action plan or explanation with clear next steps.
- 5Escalation (if required)A higher review tier if the matter is unresolved.
- 6ClosureThe final outcome is documented in writing.
03 · Commitment
What you receive
A ticket number for tracking
Clear status updates
A documented resolution outcome
An escalation option if you disagree with the outcome
04 · Preparation
How to submit
The clearer the submission, the faster the review. Include the following.
- What happened, with a timeline
- Who was involved (names if known)
- What you expected versus what occurred
- Evidence: screenshots, emails, documents
- What resolution you are seeking
05 · Questions
Frequently asked questions
Submit a complaint with clarity
Log the issue in the support centre and receive a trackable ticket number straight away.