Dear esteemed customer,
CUSTOMER COMPLAINTS POLICY AND PROCEDURES
If you are not satisfied with any aspect of our service, we would like you to tell us your concerns to enable us to address them.
You can contact us by e-mail: firstname.lastname@example.org,
Post: Reunion House, Masauko Chipembere Highway, Private Bag 242, Blantyre
or by telephone: +265 1 874 006/ 007
Upon receipt of your complaint we will do our best to resolve your complaint in the shortest possible period.
We will send you an acknowledgement of receipt of your complaint and let you know who is dealing with it.
We will write to you (or call you if you prefer) within two weeks to let you know what action we plan to take, and give you an estimate of the date by which we expect our investigation to be complete.
We will write to you again, no later than two weeks after receiving your complaint, to let you know the outcome of our investigations, or, if our investigation is not yet complete, when we expect to complete it. If for some reason we have been unable to reach a resolution at this stage and further investigations are required, we will write to you at this stage informing you of the reasons for the delay.
We will issue a final response letter within four weeks of receiving your complaint.
If you are dissatisfied with our final response, you can ask us for a review and the way we have handled it.