Complaint Forum
Raise a concern.
We'll make it right.
Tell us what went wrong and we'll investigate promptly. Every complaint is logged, acknowledged, and worked to a fair resolution.
Complaint resolution process
Timeline: we aim to acknowledge every complaint within one business day and to resolve most within five to seven business days. Complex matters may take longer — we'll keep you updated at each stage.
- Step 1
Acknowledgement
We confirm receipt of your complaint with a reference number, usually within one business day.
- Step 2
Investigation
The relevant team reviews the details, gathers records, and assesses the issue objectively.
- Step 3
Resolution
We propose a fair resolution and keep you informed of progress until the matter is closed.
- Step 4
Appeal Process
Not satisfied? You may escalate through our Escalation Policy for a senior review and final decision.