SMT Complaints Policy
Simply we define complaint as dissatisfaction with the service you received from our team. Your satisfaction could be about delay in response/ delivery, incomplete task, not meeting your expectations, behavior of the team member or other. If you feel that you have a complaint, you are kindly requested to use this SMT’s complaints procedure to submit a complaint to SMT top-management.
How to complain?
We expect you to submit a complaint in writing within 30 days from the event of dissatisfaction
You may send an email directly to the email address [email protected] or fill-in the form on the website; Click Here
What happens next?
When we receive your complaint, we will ensure it is directed to the relevant team to investigate and respond.
We aim to acknowledge receipt of your complaint in writing within three working days, and provide you with a full response within 10 working days of this acknowledgement.
In more complex cases, it may take longer to respond. In this case, we will keep you updated on the progress of your complaint.
General rules
Your complaint will be treated anonymously during investigation
Your personal contact details will be treated as confidential
What so ever, the result of the investigation, you will be offered to comment freely
Every improvement made due to a complaint will be highlighted and a thank you letter will be send to you