Updated as of 15 March 2022
At Best Marketing Agency Pte Ltd, we believe that if a client wishes to make a complaint or register concern, they should be able to do that quickly and easily.
As part of our values, we understand that we will make mistakes and we use these to learn and get better at our jobs. Any feedback clients provide is welcomed. We take complaints seriously and rely on open and honest communication to ensure that the client gets their complaint resolved in a satisfactory and timely manner.
Our Escalation Matrix Policy
The purpose of this policy is to ensure that any client who wishes to complain about the service they receive understands how to do so, how quickly that complaint will be investigated and the timescales for receiving a resolution. Our escalation matrix is based on a documentation system that defines when escalation should happen and who should handle incidents at each escalation level.
Oral Complaint
We will use our Listening First value to ensure we treat all complaints with the seriousness they deserve.
Oral complaints should be addressed to your Account Manager, who will follow these three stages to resolve the complaint:
Written Complaint
A written complaint should be addressed to the General Manager, who will follow the three-stage process to resolve the complaint:
Singapore:
12 Woodlands Square, #06-74
Woods Square Tower 1
Singapore 737715
Indonesia:
Komplek CBD, CC43-44, Jl. Padang Golf No.49, Suka Damai, Kec. Medan Polonia, Kota Medan, Sumatera Utara 20219