Step 1: Initial Contact

Customers should first reach out to the Customer Care Team. They are trained to handle a wide range of issues and will make every effort to resolve the concern promptly.

Step 2: Escalation to Head of Customer Care

If the issue remains unresolved, it should be escalated to the Head of Customer Care. This role involves a more in-depth review and intervention to resolve the concern.

Step 3: Escalation to Compliance Officer

For concerns that are still not satisfactorily resolved, the next level is the Compliance Officer, who will conduct an independent assessment and determine further actions.

Step 4: Escalation to Principal Officer

If the resolution remains unsatisfactory, customers can escalate the matter to the Principal Officer for further review and resolution.

Step 5: Final Escalation to CEO

As a final measure, unresolved issues can be brought to the attention of the Chief Executive Officer (CEO), who will personally review and address the matter.