Consumer Complaints

Introduction

How to Submit a Complaint

Complaints Handling Timeline

Resolution & Final Response

Escalation Process

Compliance & Confidentiality

Final Notes

Last Updated: 18th June 2024

Consumer Complaints Process

We are dedicated to ensuring our customers receive the best service possible and that concerns are addressed quickly and fairly.

Introduction

Sacana is committed to providing a high-quality and reliable service. This document outlines our consumer complaints process to ensure transparency, fairness, and efficiency.

How to Submit a Complaint

Complaints can be submitted via Email (complaints@sacana.com) or Phone (+44 (0) 2071016787). Include your name, contact details, nature of complaint, date/time, evidence, and preferred contact method.

Complaints Handling Timeline

  • Acknowledgement: Within 24 hours
  • Initial Review: Within 5 business days
  • Follow-up Contact: Within 7 business days
  • Investigation & Resolution: Within 14 business days
  • Escalation (if needed): Additional 10 business days

Resolution & Final Response

A formal written response is provided. If unresolved, complaints are escalated to senior management within an additional 10 business days.

Escalation Process

If dissatisfied, escalate the complaint to the Senior Complaints Officer at Sacana Ltd (escalations@sacana.com).

Compliance & Confidentiality

All complaints are handled per GDPR regulations. Information remains confidential and is shared only with relevant internal teams.

Final Notes

We value feedback and treat complaints as an opportunity to improve. For urgent service-related matters, please call us directly.