Complaints Policy

Last updated: June 22, 2023

Introduction

ZenterPrize is committed to providing the highest levels of service and welcomes feedback from any individual or organization. This feedback is invaluable in helping us to continuously evaluate, learn and improve our service and we take any complaints or concerns very seriously.

We aim to make it as easy as possible to raise any concerns or complaints that you have with us. Our complaint procedure is intended to ensure that all complaints are handled fairly, promptly and, wherever possible, resolved to the complainant’s satisfaction.

1. Scope

This policy applies to all customers of ZenterPrize who wish to lodge a complaint about our products, services, or any other aspect of their interaction with our company.

2. Definition of a Complaint

A complaint is an expression of dissatisfaction or concern raised by anyone, whether an individual or an organization, regarding any aspect of our products, services, or customer experience that requires resolution.

3. Channels for Complaint Submission

Email: Complaints can be sent to feedback@zenterprize.us.
Phone: Our customer service helpline is available at +1619-675-7111 during business hours.

4. Complaint Handling Process

Our complaint-handling process is designed to be fair, transparent, and efficient. Once a complaint is received, we will follow these steps:

  1. Acknowledgment: We will acknowledge the complaint within 5 business days of receipt, either by phone or email.
  2. Investigation: Our dedicated team will thoroughly investigate the matter, gathering all relevant information and records. This may involve contacting the customer for further details, reviewing transaction records, or consulting with relevant departments or employees.
  3. Resolution: We will work diligently to resolve the complaint as quickly as possible. The resolution may involve one or more of the following actions:
    • Providing an explanation or clarification
    • Rectifying any errors or issues
    • Offering a refund, exchange, or credit, where applicable
    • Implementing process improvements to prevent similar issues in the future
  4. Communication: We will keep the customer informed about the progress of the complaint resolution process. We aim to provide a final response within 10 business days from the date of the complaint receipt. If additional time is required due to the complexity of the complaint, the customer will be notified with an updated timeline.
  5. Escalation: If the customer is not satisfied with the resolution provided, they can request the complaint to be escalated to a higher level of management. In such cases, the complaint will be reviewed by a senior representative who will conduct a further investigation and provide a final response to the customer.

5. Confidentiality and Privacy

All complaints will be handled with the utmost confidentiality and in compliance with applicable privacy laws and regulations. Personal information collected during the complaint process will be used solely for the purpose of investigating and resolving the complaint.

6. Feedback and Continuous Improvement

We value customer feedback and treat complaints as an opportunity to learn and improve. Feedback received through the complaint handling process will be analyzed to identify any recurring issues or areas for improvement, enabling us to enhance our products, services, and customer experience.

7. Monitoring and Review

We will regularly monitor the effectiveness of our complaint-handling process and review this policy to ensure its continued relevance and alignment with best practices. Any necessary updates or revisions will be communicated to our customers.

By implementing this complaint policy, we aim to demonstrate our commitment to resolving customer concerns promptly and providing a high level of service.