- Purpose: The purpose of this policy is to provide a clear and transparent process for customers to lodge complaints and ensure that they are addressed promptly and fairly.
- Scope: This policy applies to all customers who wish to file a complaint regarding our products, services, or any other aspect of our business operations.
- Complaint Channels: Customers can lodge their complaints through the following channels:
- Phone: Customers can call our dedicated complaint hotline at (+234)8091244449
- Whatsapp: Customer can drop us a message via our office WhatsApp number (+234)8091244449
- Email: Customers can send their complaints to tradeacademy@3timpex.com
- In-person: Customers can visit our trade center during operating hours. (8 am – 4 pm local time on weekdays only)
- Online platforms, including social media, chat support, or the company website
- Complaint Handling Process: Upon receiving a complaint, we will follow the following process:
- Acknowledgment: 3T Impex Trade Academy will acknowledge the receipt of the complaint within 5 mins, either via phone, email or in person.
- Investigation: 3T Impex Trade Academy will initiate an investigation into the complaint promptly. The investigation will involve gathering all relevant information and conducting an impartial assessment of the situation. If necessary, our company may contact the complainant for additional details or clarifications.
- Resolution: Once the investigation is complete, we will provide a resolution to the customer within 48 hours from the time the complaint was submitted. If the complaint is found to be valid, we will take appropriate actions to rectify the issue.
- Communication: We will maintain regular communication with the customer, keeping them informed of the progress and any steps taken to address their complaint.
- Escalation: If the customer is not satisfied with the initial resolution, they may request further escalation. In such cases, the complaint will be reviewed by a higher-level authority within our organization.
- Closure: Once the complaint is resolved to the customer’s satisfaction, we will close the case and document the details for future reference. The resolution may involve corrective actions, explanations, apologies, or any other necessary measures to address the complaint effectively.
- Confidentiality: Our company respects the confidentiality and privacy of all parties involved in the complaint and will treat all complaints with strict confidentiality. All information will only be used for the purpose of investigation and resolution. All information provided during the complaint handling process will be treated with the utmost confidentiality, except as required by law or with the express consent of the complainant.
- Continuous Improvement: We value customer feedback and use complaints continuously to improve our products, services, and processes. Feedback received through complaints will be used as an opportunity to identify areas for improvement and implement necessary changes to prevent similar complaints in the future.
- Documentation: All complaints and their resolutions will be documented in a centralized system for record-keeping and analysis purposes.
- Review and Update This complaint policy will be periodically reviewed and updated to ensure its effectiveness and alignment with the company’s goals. Any changes made to the policy will be communicated to all stakeholders and made available on the company’s official channels.