We understand that experiencing an issue can be frustrating, and we want to assure you that your feedback is extremely important to us. Every complaint is reviewed thoroughly to ensure a fair and comprehensive outcome.
What Happens Next?
Once your complaint is received, it is assigned to a member of our dedicated team who will investigate the matter.
They review the details you have provided along with further history and prior communications to get a full picture of what happened.
If necessary, they will also consult with suppliers to determine the appropriate solution or fix.
Need to Update Your Case?
If you have already submitted your complaint and need to provide new details, documentation, or screenshots, you can update your open case easily:
Simply reply to the original email thread or confirmation message you received.
Replying to the existing thread automatically attaches your new information to your open file. Please avoid submitting a new complaint form, as duplicate requests can cause delays in processing.
Apart from sending any new details, there is no need to follow up. We have received your request and our team is actively working on it.
Expected Response Times
We work to resolve all issues as quickly as possible while ensuring no detail is overlooked.
We aim to send a formal response within 14 days.
Depending on the nature and complexity of your complaint, investigations can take up to 28 days per reply.
Note: If your case requires additional time due to third-party delays or technical investigations, our team will reach out directly to keep you updated.
Thank you for your patience and understanding while we work to resolve this for you.