“Any expression of dissatisfaction by a customer or potential customer about our premium products or service by Ahmad Abed Trading Establishment or its representatives, and/or about company or industry policy.”
Every time you voice dissatisfaction about any aspect of our business, our staff will take your comments seriously. We believe that by responding positively and proactively to your complaints and comments we will not only retain our existing customers, but attract new ones. We appreciate that customer feedback is vital in helping us deliver continuous improvement across our business.
The Customer Complaints Handling Procedure is designed to make sure your complaint is dealt with efficiently, fairly and effectively. We will ensure our procedure is:
- Easy – to find and well publicized;
- Simple – to understand and use;
- Efficient – setting out when you can expect a response from us;
- Fair – ensuring each complaint is investigated fully and fairly;
- Respectful – respecting your desire for confidentiality;
- Effective – addressing all the points you raise and providing an effective response and appropriate redress;
- Monitored – regularly monitored and audited to ensure it is effective and to allow improvements to be made;
- Reported – providing information to management so services can be improved; and
- Consistent – with the standards set out in our customer complaint handling procedure.