Customer complaint policy
Posted by Henrik Landén, Last modified by Kim Syvänen on 2016-11-29 | 08:21
Ports Group is fully committed to meet the needs of our customers. Sometimes we unfortunately fall short of this mission. If this happens it is important for us to take part of that feedback to improve our processes and services.
Have you already voiced your concern through our standard support channel please proceed to step 2.
If not please send your concern to firstname.lastname@example.org. You will receive an automatic reply and an individual support ticket ID. You can expect a personal response within 24 local business hours. You can also call us at +46.317202000 or reach us via LIVE chat at www.ports.domains.
If you have already contacted us, and we've not been able to resolve your issue to your satisfaction, the next step is to submit a Formal Complaint.
All complaints MUST be made in writing. This is to ensure we're able to properly address and investigate your concerns and provide a full response.
Complaints can be submitted by email to email@example.com, alternatively you can submit your complaint in writing to:
Ports Group AB
Head of Operations
435 33 Mölnlycke
What information you should include:
You should ensure you include as much information about the issue as possible, this might include:
Providing as much information as possible helps us to quickly investigate and fully understand the situation, what happened, what/if anything went wrong and how we can then try to resolve your complaint.
What we will do:
Ports Group will review all complaints within 72 local business hours and provide an initial response while they investigate the issue.
We will then provide a full reply to the complaint within 10 working days.
If the response does not meet your satisfaction, you may request that the complaint be escalated to the CEO.
Our CEO will then assess your complaint and the steps taken so far by our staff; they will then provide a response within 15 working days of the complaint escalation.
All complaints are taken seriously and will be reviewed, investigated and responded to fairly and thoroughly. We understand that monitoring, and dealing with complaints promptly enables us to identify areas of weakness and we will then work to address these and continue to improve our service.