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.