Customer Complaint Policy

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:

  • Understand the complaint – obtain details from the client so as to ensure they have all the details before progressing to the next stage within 2 working days of the initial complaint.
  • Investigate – Review campaigns and communication logs.
  • Response – Provide a response on what happened and how the issue will be resolved within 2 days of the initial complaint.
  • Escalation – we would hope that the complaint can be resolved through open and honest communication at an early stage. Should this not be the case the matter can be escalated to the General Manager in the form of a written complaint.
 

Written Complaint

A written complaint should be addressed to the General Manager, who will follow the three-stage process to resolve the complaint: 

  • Understand the complaint – obtain details from the client and ensure they have all the details before progressing to the next stage, to be completed within 2 working days of the complaint.
  • Investigate – Speak with other team members, review correspondence.
  • Response – Provide a written response on what happened and how the issue will be resolved within 3 days of the complaint.