Complaints policy – Whiskerspedia

Complaint Details:

Please provide as much detail as possible about your complaint, including relevant documents or evidence.

Acknowledgment of Your Complaint:

Upon receipt of your complaint, we’ll acknowledge it within two working days and provide you with the name of the person handling your complaint. If your complaint is complex or requires more than ten working days for resolution, we’ll provide interim updates during the investigation.

Investigation of Your Complaint:

We are committed to conducting a thorough investigation into your complaint and aim to resolve it efficiently. Depending on the nature of the issue, potential outcomes may involve a refund, credit, replacement, or other suitable remedies. Our response will outline the resolution steps and the subsequent course of action.

We highly value your feedback on our response, utilizing it to refine our operational processes.

Resolution Timeframe:

Our objective is to resolve complaints within 10 working days from receipt. Should any unforeseen circumstances lead to a delay, we’ll promptly communicate the reasons and provide an updated timeline.

Escalation Process:

If the resolution provided doesn’t meet your satisfaction, you’re welcome to contact Melvin at complaints@whiskerspedia.com. He will assess the situation and determine further steps to ensure a swift and equitable resolution for both parties, taking into account confidentiality throughout the process.

Record-Keeping:

We maintain records of all complaints and responses internally for a minimum of six months from the receipt date. Additionally, our management team regularly reviews complaints to identify patterns and address significant issues. Our commitment is to deliver exceptional service and promptly address our clients’ concerns with diligence and satisfaction in mind.