Complaints Procedure
At our core, we strive to provide world-class services of the highest caliber. We are passionate and dedicated to continually enhancing our customers' experience.
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If you have any suggestions for improvement, we are eager to hear from you!
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Likewise, if you encounter any issues during your experience with us, we want to know about it. Your feedback is invaluable, offering you a platform to help shape the future of our company. Whether your suggestions are big or small, they give us the opportunity to make meaningful improvements.
Here's How You Can Take Action
If you would like to give us feedback:
Please email us at snyoconnect@gmail.com with your feedback. We will acknowledge your email and direct your comments to the appropriate Team Leader depending on the relevant area of our business.
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If you have a complaint:
Please reach out to our customer care team at snyoconnect@gmail.com, providing as many details as possible. Describe the issue and how you would like it to be resolved.
We will acknowledge your email, typically within three days, although it may take a bit longer during busy periods.
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Our team will then investigate your complaint. They may request additional information depending on your submission. This process should take no more than 14 days from the receipt of all necessary information, after which they will respond with a resolution.
If you are still not happy, you can take your complaint to the Executive Committee:
If you are not satisfied with the response from our Customer Care team, or if you do not receive a response, you can escalate the matter to our Executive Committee.
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To do this, fill out the Executive Committee Complaint Form and send it to snyoconnect@gmail.com within 28 days of receiving the final decision from the Customer Care team.
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Once the Executive Committee has all the necessary information, they will review your complaint. They will inform you of their findings. If they determine that there has been a misunderstanding, they will explain the situation. If they find that you have been treated unfairly, they will ensure that the issue is resolved appropriately. Most complaints are successfully resolved at this stage.
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If you disagree with the Executive Committee’s decision, please note that your complaint cannot be escalated further within the company, as this is the highest level of our complaints procedure. The decision of the Executive Committee is final. However, most complaints are satisfactorily resolved at this level.