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How long will it take?

Your satisfaction is important to us! Our complaint resolution process is anything but straightforward. We assure you that we investigate complaints fairly, diligently and promptly. Our team follows up with our customers to make sure they are satisfied.


Sometimes we need more time or to obtain additional information, but we keep our customers up to date on the progress and measures of the complaint’s resolution. Depending on the level of resolution, the complaint is resolved within 24 hours, 48 hours or five working days.


Complaint Line


Time Frame

First Level Resolution

Customer Care Officer/First Level supervisor

24 hours

Second Level Resolution

Head of supporting Unit/Call Centre Manager

48 hours

Third Level Resolution

Country Manager

5 working days