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Effective Date: [20/05/2025]
Last Updated: [25/05/2025]
At PatMacTech GH Ltd, we are committed to delivering high-quality digital services and customer satisfaction. We value feedback and view complaints as an opportunity to learn and improve. This policy outlines how we handle complaints from customers across all our current and future products and services.
1. Scope
This policy applies to all customer complaints related to the use of any service or product provided by PatMacTech GH Ltd, including but not limited to:
- FlexyRide
- PMT HRFlow
- PMT CRM
- Church Management System
- Kids’ IT Training Platforms
- PMT LabConnect
- Any future platforms developed under the PatMacTech GH Ltd brand
2. Definition of a Complaint
A complaint is any formal expression of dissatisfaction by a customer relating to:
- A product or service provided
- The conduct of our staff or representatives
- The application or enforcement of our policies
This policy does not apply to internal staff complaints, which are managed under the company’s internal grievance procedures.
3. How to Make a Complaint
Customers may submit complaints through the following channel:
Email: customercomplaint@patmactechgh.com
We encourage complainants to include:
- Full name and contact information
- Description of the issue
- Date the incident occurred
- Any supporting documentation or evidence
- Preferred outcome or resolution (if applicable)
4. Complaint Handling Process
Step 1: Acknowledgement
- Complaints will be acknowledged within five (5) working days of receipt.
Step 2: Investigation
- A thorough investigation will be conducted by the Compliance Department within ten (10) working days.
Step 3: Response
- A formal response or resolution will be provided within three (3) working days following the conclusion of the investigation.
If additional time is needed, the customer will be informed in writing with reasons and an estimated resolution date.
5. Escalation Procedure
If the complainant is dissatisfied with the outcome:
- The complaint will be escalated to senior management for further review.
- The complainant will be notified of the escalation and the additional steps being taken.
Unresolved complaints may be referred to an independent Complaints Ombudsman where applicable.
6. Record-Keeping and Review
- All complaints are logged and securely retained for a minimum of three (3) years from the date of resolution.
- Archived complaints are stored in accordance with GDPR and other applicable data protection regulations.
- Complaint records are reviewed periodically to improve processes and services.
7. Accessibility
- This complaints process is available to all users, including individuals with disabilities.
- Alternative communication formats or support (e.g., large print, verbal support) are available upon request.
- Support for multiple languages is provided where necessary.
8. Confidentiality
All complaints are handled with the utmost confidentiality and in accordance with our Privacy Policy. Customer details will only be shared with those directly involved in the complaint process.
9. Contact
For all complaints or queries related to this policy, please contact: