PROGRAD'S CONSUMER FACING COMPLAINTS PROCEDURE

Making a complaint

We endeavour to provide you with an excellent customer service however we acknowledge that, at times, we may fail to meet your expectations. Should you be dissatisfied with the provision or our failure to provide our service to you, you can make a complaint through any of the below channels:

What to expect from us?

We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive it, we will issue you with a written communication called a summary resolution communication, acknowledging that you made a complaint and confirming that the complaint has been resolved.

Should we consider that we are not able to resolve the complaint by the close of the third business day, we will issue you with a written complaint acknowledgment within two business days. Thereafter, we will investigate your complaint in order to reach a fair resolution. Please note that investigating your complaint may require us to contact you to obtain further information about your complaint and the issues raised.

We endeavour to issue you with a written final response within 8 weeks.