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Complaints Policy

At Search Scope, we take your feedback seriously. We understand that issues may arise, and we’re committed to addressing them promptly and efficiently.

If you have a complaint, we want to make sure the process is as seamless as possible. Here’s how you can make a complaint and what you can expect from us:

Step 1: Reach Out

You can get in touch with us in multiple ways – give us a call at 0161 4101 043 during business hours, shoot us an email at [email protected], or use our web form at https://searchscope.com.au/contact/. Please provide as much detail as possible, including any relevant documents or evidence related to your complaint.

Step 2: We Hear You

We’ll acknowledge your complaint within two working days and assign a dedicated person to handle it. If the matter is complex and requires more time to investigate, we’ll keep you in the loop with interim updates.

Step 3: Investigate and Resolve

We value your time and will diligently investigate your complaint. Our goal is to resolve it as efficiently as possible. Depending on the issue, we may offer various solutions, such as a refund, credit, replacement, or other appropriate remedies. Our response will outline the resolution and any next steps.

Step 4: Your Feedback Matters

Your satisfaction is paramount, and we welcome your feedback on our response. It helps us refine our processes and deliver better service.

Step 5: Timely Resolution

We aim to resolve complaints within 10 working days from receiving them. If, for any reason, we encounter delays, we’ll be transparent and provide you with a revised timeline.

Step 6: Seeking Further Solutions

If you’re not fully satisfied with our initial resolution, you have the option to contact us. We will review the matter and work towards a satisfactory outcome, considering confidentiality at every stage.

Step 7: Keeping a Record

Your concerns matter, and we’ll keep a record of your complaint and our response for at least six months. Our management team also reviews all complaints to identify trends and address significant issues proactively.

At Search Scope, we value your trust and are committed to providing exceptional service. Rest assured that your concerns will be met with our utmost attention, ensuring a positive and satisfactory resolution.

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