Complaints

Sucatec is committed to providing exceptional service and quality products to our business partners. In the event of dissatisfaction, we encourage our customers to inform us through our structured complaints procedure. This ensures that every complaint is addressed promptly and effectively.

1. Submission of Complaint:
Email: Customers can email their complaints to complaintsmail. Please include a detailed description of the issue, relevant order numbers, and any supporting documentation.
Online Form: Alternatively, complaints can be submitted through our online form available below. This form guides you through providing all the necessary information for efficient processing.

2. Acknowledgement of Receipt:
Upon receiving a complaint, an automatic acknowledgement email will be sent confirming that we have received your complaint.

3. Ticket Generation:
A unique complaint ticket number will be generated and communicated to the customer. This ticket number should be referenced in all future correspondence related to the complaint.

4. Complaint Review:
Our Customer Service team will review the complaint, potentially reaching out for additional information if necessary. This process ensures a comprehensive understanding of the issue.

5. Investigation and Resolution:
The complaint will be thoroughly investigated by the relevant department. We aim to resolve all complaints efficiently, and a proposed solution or action plan will be communicated to the customer within business days.

6. Follow-Up and Feedback:
After the resolution, we will follow up to ensure customer satisfaction with the outcome. Customer feedback is encouraged to help us improve our processes and service.

7. Record Keeping:
All complaints and their resolutions are recorded in our ticketing system for quality control and continuous improvement purposes.

8. Escalation:
If you are not satisfied with the resolution, the complaint can be escalated to a senior manager for further review.
We value your feedback and are committed to continuous improvement. Please do not hesitate to reach out with any concerns regarding our products or services.