Client Complaint Procedure

You will receive confirmation of your complaint submission within five (5) days from the date we receive your completed complaint form.

Once we confirm receipt of your complaint, our team will thoroughly review the matter and investigate the relevant circumstances in an effort to resolve it promptly. We aim to complete our investigation and inform you of the results within six (6) weeks from the date we receive your complaint form. Throughout this period, we will keep you informed of the progress. If needed, a member of our team may reach out to you directly, via email or phone, to request additional information or clarification.

Your full cooperation is essential to help us investigate and resolve your complaint as efficiently as possible. Should your case require more time and cannot be resolved within six (6) weeks, we will contact you to explain the reason for the delay and provide an estimated timeline for completion. Regardless of the circumstances, we will deliver the final outcome no later than one (1) month after issuing our interim response, subject to the complexity of the matter and your level of cooperation.

Kindly be aware that if you do not respond to our team within six (6) weeks from the date of receiving our response, the Company will consider the matter closed and discontinue the investigation.