Wizard Messaging Group Limited - Complaints Policy

Effective Date: January 1st, 2025

  1. Introduction

Wizard Messaging Group Limited is committed to providing a high-quality service to all our clients and partners. We value feedback, including complaints, as an opportunity to improve our services and ensure customer satisfaction. This policy outlines our commitment to handling complaints fairly, efficiently, and effectively.

  1. Scope

This policy applies to all complaints received from our clients, partners, and any other stakeholders regarding the services provided by Wizard Messaging Group Limited, including those related to our affiliate marketing activities.

  1. Our Commitment

We are committed to:

  • Fairness: Treating all complaints seriously and objectively, without bias.
  • Confidentiality: Handling all complaints with appropriate discretion and confidentiality.
  • Accessibility: Making it easy for individuals to raise a complaint.
  • Efficiency: Resolving complaints promptly and effectively.
  • Transparency: Keeping the complainant informed of the progress of their complaint.
  • Learning: Using complaints as an opportunity to identify areas for improvement in our services and processes.
  1. How to Make a Complaint

If you wish to make a complaint, please do so by one of the following methods:

  • Email: info@wizmsg.com (This is our preferred method as it allows us to track and respond efficiently.)

To help us investigate your complaint thoroughly, please provide the following information:

  • Your full name and contact details (email address and phone number).
  • Your company name (if applicable).
  • A clear and detailed description of the complaint, including relevant dates, times, and any specific individuals involved.
  • Any supporting documentation or evidence (e.g., screenshots, email correspondence).
  • What outcome you are seeking to resolve the complaint.
  1. Complaints Handling Process

Upon receiving a complaint, we will follow these steps:

  • Acknowledgement: We will acknowledge receipt of your complaint within 2 business days via your preferred contact method (usually email). This acknowledgement will include a unique reference number for your complaint.
  • Investigation: Your complaint will be assigned to an appropriate member of our team for investigation. We may contact you for further information or clarification during this stage. We aim to complete our investigation within 10 business days. Complex complaints may take longer, and if so, we will keep you informed of the revised timeframe.
  • Resolution: Once the investigation is complete, we will provide you with a written response outlining our findings, any actions taken, and our proposed resolution. This response will be issued within 5 business days of the investigation's completion.
  • Escalation (Internal): If you are not satisfied with the initial resolution, you may request an internal review. This request must be made in writing within 10 business days of receiving our resolution. Your complaint will then be escalated to a senior manager for a fresh review. We aim to provide a response to the escalated complaint within 10 business days.
  • Final Response: This will be our final position on your complaint.
  1. Confidentiality

All complaints will be handled with strict confidentiality. Information provided will only be shared with those individuals within Wizard Messaging Group Limited who need to be involved in the investigation and resolution process.

  1. Record Keeping

We will maintain a secure and confidential record of all complaints received, including details of the complaint, the investigation, and the resolution. This information will be used for internal review and continuous improvement purposes.

  1. Review of Policy

This Complaints Policy will be reviewed annually to ensure its effectiveness and compliance with current regulations and best practices.