CUSTOMER COMPLAINT HANDLING AND RESOLUTION PROCESS

At Pembroke Consulting LTD, we strive to ensure that every customer concern is addressed promptly and effectively. Our commitment to exceptional customer service includes a streamlined process for managing complaints and resolving issues to the satisfaction of our valued customers. This section outlines the steps involved in our customer complaint resolution process.

Step 1: Registering the Complaint

Customers can register their complaints through the following channels:

- Phone: Contact our customer service team on 0779809787.

- Email: Send an email to customercare@pembrokeconsultants.com.

- Website: Submit a complaint form through our website at www.pembrokeconsultants.com.

- In Person: Visit our offices to speak with a customer service representative.

Upon receiving a complaint, our customer service team will:

- Document the details of the complaint.

- Assign a unique reference number for tracking purposes.

- Acknowledge receipt of the complaint to the customer via the preferred contact method.

Step 2: Investigation and Resolution

Our dedicated customer service team will promptly investigate the complaint. This may involve:

- Contacting the customer for further information or clarification.

- Reviewing relevant records or transactions.

- Consulting with appropriate departments or personnel.

We aim to resolve complaints within 24-48 hours of receipt. However, complex issues may require additional time for thorough investigation.

Step 3: Resolution Notification

Once a resolution is determined, we will:

- Notify the customer of the outcome.

- Provide a clear explanation of the resolution and any actions taken.

- Address any remaining concerns or questions the customer may have.

Step 4: Follow-Up and Feedback

Following resolution, we will:

- Follow up with the customer to ensure their satisfaction.

- Encourage feedback on their experience with our complaint resolution process.

- Make improvements based on customer feedback to enhance our services.

Escalation Process

If a customer is dissatisfied with the initial resolution, they may request escalation by:

- Contacting a supervisor or manager directly.

- Emailing info@pembrokeconsultants.com

Monitoring and Continuous Improvement

We continuously monitor our complaint handling process to identify areas for improvement. Customer feedback is instrumental in this process, and we welcome suggestions for enhancing our services.

Contact Information

For any further inquiries, please contact:

- Email: customercare@pembrokeconsultants.com

- Phone: +256779809787

At Pembroke Consulting LTD, we are committed to resolving customer complaints efficiently and courteously. Your satisfaction is our priority, and we appreciate the opportunity to address any concerns you may have.