Complaints Policy

Complaints Policy is dedicated to providing the best possible service to our customers and stakeholders. This complaints policy outlines the procedures for addressing and resolving complaints in a fair and timely manner.

Lodging a Complaint

Submission: Complaints can be submitted in writing via email or postal mail, or through our designated online complaint form available on our website.

Required Information: When submitting a complaint, please provide your name, contact information, and a detailed description of the issue.

Complaint Handling Process

Acknowledgment: We will acknowledge receipt of your complaint within 14 days working days and provide you with a reference number for tracking purposes.

Investigation: Our team will conduct a thorough investigation into the matter and strive to provide a resolution within 30 days working days.

Communication: We will keep you informed of the progress and any developments during the investigation process.

Resolution: Once the investigation is complete, we will provide you with the findings and proposed resolution.

Appeal Process

Appeals: If you are not satisfied with the resolution provided, you may appeal by providing additional relevant information or requesting a review by a senior management team.

Confidentiality and Data Protection

Confidentiality: All complaints and personal information will be handled with the utmost confidentiality in accordance with Ghana's data protection laws.

Record Keeping

Records: We maintain records of all complaints received and the corresponding actions taken for internal review and improvement.

Review and Updates

Review: This complaints policy is subject to regular review and updates to ensure continued compliance with the laws of Ghana and to improve our complaint handling process.

Contact Information

If you have any complaints or concerns,
please contact us using the following
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