Complaints Procedure and Policy

Introduction

At Sucatec Pte Ltd, we are committed to delivering high-quality products and services. However, we understand that sometimes issues may arise. We value your feedback and are dedicated to resolving any concerns quickly and fairly.

This Complaints Procedure outlines the process for submitting and handling complaints to ensure transparency and efficiency.

How to Submit a Complaint

You can submit your complaint using one of the following methods:

• Online Form: Complete the complaint form embedded below for convenience.
• Barcode Access: Use the provided barcode to access the form directly on your mobile device.
• Direct Contact: If you prefer, you can contact us via:
  • Email: [Your Email Address]
  • Phone: [Your Phone Number]

Complaints Handling Process

• Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
• Investigation: Your complaint will be thoroughly reviewed and investigated by the relevant team.
• Resolution: We aim to provide a full response and resolution within 7–14 business days.
• Escalation: If you are not satisfied with the outcome, you may request a further review by a senior manager.

Information to Include

To help us process your complaint efficiently, please include:

• Your full name and contact information.
• Details of the complaint (what happened, when, and where).
• Any supporting documentation (if applicable).
• Your preferred outcome (if applicable).

Privacy Assurance

All complaints are handled in accordance with our Privacy Policy. Your information will remain confidential and will only be used for the purpose of investigating and resolving your complaint.

Submit Your Complaint

Please complete the form below to submit your complaint:

Monitoring and Review

• We regularly review complaints to improve our processes and service quality.
• Feedback is used constructively to identify trends and areas for improvement.
• This policy is reviewed periodically and updated to reflect current best practices and regulations.

Thank you for helping us improve our service. We appreciate your feedback and patience.