Version 1.0
Prepared by: @Lorraine Sebata
Approved by: @Feli Capron
Reviewed date: 2025-07-24
Next review date: 2026-07-24
This policy applies to all employees, agents, contractors, and third parties acting on behalf of Easyterms across all business lines, products, and services.
This Customer Complaint Resolution Policy outlines Easyterms' commitment to providing a fair, efficient, and transparent process for addressing and resolving customer complaints. It aims to ensure that all customer feedback is valued, complaints are handled promptly and equitably, and that the company continuously improves its services based on customer input.
This policy applies to all employees, agents, contractors, and third parties acting on behalf of Easyterms across all business lines, products, and services. It covers all complaints received from customers regarding any aspect of the company's operations, products, services, or staff conduct.
Easyterms shall ensure that customers have easy and accessible channels to lodge complaints. These channels may include, but are not limited to, in-person at branches, telephone, email, written correspondence, and designated online forms.
All complaints received shall be promptly acknowledged within [e.g., 2 business days] of receipt, informing the customer that their complaint has been received and is being processed.
All complaints shall be handled fairly, objectively, and without bias. Each complaint will be thoroughly investigated, and decisions will be based on a comprehensive review of all relevant information and facts.
The company is committed to resolving complaints in a timely manner. A target timeframe for resolution shall be established (e.g., within [e.g., 15 business days] for standard complaints), and customers will be kept informed of the progress of their complaint, especially if delays are anticipated.
All customer complaints and related information shall be treated with strict confidentiality, in accordance with the company's Customer Confidentiality and Client Data Privacy Policies.
Customers will be provided with clear, concise, and understandable explanations regarding the outcome of their complaint and the reasons for the decision. If a complaint cannot be resolved to the customer's satisfaction, they will be informed of any available escalation or external dispute resolution mechanisms.
Complaints shall be systematically recorded, analyzed, and reviewed to identify recurring issues, systemic problems, and areas for improvement in products, services, or processes. The insights gained from complaints will be used to enhance customer satisfaction and operational efficiency.
All employees who interact with customers or are involved in the complaint resolution process shall receive regular training on this policy, complaint handling procedures, communication skills, and conflict resolution techniques.
Comprehensive records of all complaints, including the nature of the complaint, investigation steps, resolution provided, and communication with the customer, shall be maintained for a minimum period of [e.g., five years] as required by law and for internal review purposes.
Board of Directors / Senior Management: Overall responsibility for approving and overseeing the Customer Complaint Resolution Policy, ensuring adequate resources, and promoting a customer-centric culture.
Complaint Resolution Officer / Department: Designated individual or team responsible for receiving, logging, investigating, and resolving customer complaints, and for communicating outcomes to customers.
Compliance Department: Responsible for ensuring that the complaint resolution process adheres to regulatory requirements and internal policies.
All Employees: Responsible for understanding this policy, directing complaints to the appropriate channels, and cooperating fully in the complaint resolution process.
This policy will be reviewed at least annually, or more frequently if there are significant changes in laws, regulations, business operations, or identified trends in customer complaints.