Complaint Handling

At BUMBA, we prioritize customer satisfaction and are committed to addressing any concerns or complaints with the utmost professionalism.

Complaint Process:

• At BUMBA, customer satisfaction is our priority, and we are committed to addressing any concerns or complaints with the highest level of professionalism.

• Our goal is to respond within 48 hours, either resolving the issue directly or providing an estimated timeframe for resolution.

Our Commitment:

• Every complaint, whether minor or significant, is treated with the utmost seriousness.

• For minor issues, our aim is to provide a direct solution or a clear timeline within 48 hours.

• For significant complaints, we will acknowledge receipt within 7 days. We strive to resolve these complaints within 30 days.

• If, due to exceptional circumstances, we cannot resolve your complaint within 30 days, we will inform you about the delay and request an extension.

Your Satisfaction:

• At BUMBA, customer satisfaction is our priority, and we are committed to addressing any concerns or complaints with the highest professionalism.

• If you believe our actions have not resolved your issue satisfactorily, we will inform you about alternative dispute resolution options, such as external schemes, arbitration, or legal avenues.

Handling Significant Complaints:

• Significant complaints that are not resolved within three months will be communicated clearly, and alternative resolutions will be provided.

• We commit to keeping you informed throughout the process, especially if unexpected delays occur.

Our Policies:

• All staff receive annual training to reinforce their understanding of our complaint-handling procedures.

• We regularly review complaints to identify recurring patterns, process errors, or knowledge gaps, helping us continuously improve our services.

Continuous Improvement:

• Complaints are reviewed regularly to identify trends or issues, enabling improvements and preventing recurring problems.

• Our staff's understanding of complaint procedures is reinforced annually.

• Our commitment is regularly reaffirmed to ensure your experience with BUMBA remains positive and reliable.