Our guide to how we will handle your complaint

We're committed to provide you the best possible service. On the rare occasions when our service has not lived up to our own high standards, we want you to let us know, because this is the only way we will be able to improve our service.

If we haven't met your expectations for any reason, this guide explains how to make a complaint and how we'll handle your complaint.

If your complaint is about a provider

If you've taken a service through our website, and you have a complaint about the provider, then you should address your complaint directly to that company.

To find out how to raise your complaint, please refer to your provider's complaint procedure which you should find on their website. We can't accept liability for errors made by your selected provider, or answer any complaints on their behalf.

How to make a complaint about

You can write a letter or send an email to us, and we will look to resolve the matter as quickly and fairly as possible.

By reporting: Customer Services Manager
Address: Level-4C, House-11, Road-14, Gulshan-1,
Dhaka-1212, Bangladesh
Hotline: 09613331333
Office: (+880)-1882449286

Our commitment to you

We aim to resolve your complaint quickly and efficiently by:

  • Making it easy for you to tell us about your complaint
  • Carrying out a full investigation
  • Providing a detailed account of our actions
  • Ensuring you are satisfied that we have handled your complaint fairly

How soon will we deal with your complaint?

Once we have received your complaint we will respond with a full reply or send you an acknowledgement letter, which will tell you:

  • Who is dealing with your complaint.
  • When we will contact you again.

If we have sent you an acknowledgement letter, we will try to respond to your complaint within 14 days. If your complaint is particularly complex, we may need to spend longer investigating it, up to a maximum of 8 weeks. In these cases, we will periodically give you an update on our progress.

If you are unhappy with the way we are handling your complaint

If you are unhappy with the way your complaint is being handled you can ask for it to be reviewed at a higher level within