At Essal ("Essal," "we," "our," or "us"), we strive to provide exceptional service and support to our clients. However, we recognize that there may be occasions when our services do not meet your expectations. This Complaint Handling Policy outlines our commitment to addressing and resolving complaints in a timely, fair, and consistent manner.
This policy applies to all complaints received by Essal LLC regarding our products, services, staff, or policies.
A complaint is any expression of dissatisfaction, whether oral or written, about any aspect of our services, products, or policies, where a response or resolution is explicitly or implicitly expected.
4.1. Contact Information
You can lodge a complaint through the following channels:
4.2. Information Required
When lodging a complaint, please provide the following information:
5.1. Acknowledgment
We will acknowledge receipt of your complaint within 3 business days, providing you with a reference number and an estimated timeframe for resolving the complaint.
5.2. Investigation
Our team will conduct a thorough investigation of your complaint, which may involve:
5.3. Resolution
We aim to resolve all complaints within 3 business days. If the investigation takes longer, we will keep you informed of the progress and provide an updated timeframe for resolution. Once a decision has been made, we will contact you with the outcome and any actions we will take to address the issue.
5.4. Follow-Up
After resolving your complaint, we may follow up with you to ensure you are satisfied with the outcome and to gather feedback on our complaint handling process.
All complaints will be handled with the utmost confidentiality. Information about your complaint will only be shared with those directly involved in the resolution process and will be used solely for the purpose of addressing your complaint.
We will maintain a record of all complaints received, including details of the investigation, outcomes, and any follow-up actions. These records will be retained in accordance with our data retention policy.
We are committed to continuously improving our services and complaint handling process. We will regularly review and analyze complaint data to identify trends and areas for improvement.
If you are not satisfied with the outcome of your complaint, you have the right to escalate the matter to a higher authority within Essal or to an external body, such as a consumer protection agency or regulatory authority.
By lodging a complaint with us, you acknowledge that you have read and understood this Complaint Handling Policy and agree to its terms.