Complaints

Purpose:

The purpose of this Complaints Policy is to outline the process and procedures for handling and resolving complaints related to the services provided by Kro.

Commitment to Customer Satisfaction:

At Kro, we are committed to providing our customers with the highest level of service and satisfaction. We recognize that, despite our best efforts, issues may arise, and we are dedicated to resolving complaints in a fair, transparent, and timely manner.

Definition of a Complaint:

A complaint is defined as an expression of dissatisfaction made by a customer regarding our services or processes.

How to Lodge a Complaint:

Customers may lodge a complaint by contacting our Customer Support team through one of the following channels:
– Email: support@krotrust.com
– WhatsApp: 09010002700
– Online Contact Form: www.kro.ng/about

Complaint Handling Process:

a. Receipt of Complaint:
Upon receiving a complaint, the Customer Support team will acknowledge its receipt within 2 business days.

b. Investigation:
The complaint will be assigned to a dedicated complaints resolution officer who will conduct a thorough investigation into the matter.

c.Resolution:
The resolution officer will work to resolve the complaint within [X] business days. If more time is required, the customer will be informed of the expected resolution time frame.

d. Communication:
Regular updates will be provided to the customer throughout the resolution process.

e. Final Response:
Upon completion of the investigation, a final response will be provided to the customer. The response will include the outcome of the investigation and any actions taken.

Escalation:

If the customer is dissatisfied with the resolution provided, they may request further review by escalating the complaint to the Customer Support Manager. The Manager will conduct an independent review and provide a final response.

Continuous Improvement:

Kro is committed to learning from complaints and continually improving our services. Feedback received from complaints will be analysed, and necessary steps will be taken to prevent similar issues from occurring in the future.

Review of Complaints Policy:

This Complaints Policy will be reviewed regularly to ensure its effectiveness and relevance. Any updates or changes will be communicated to customers.