Complaints procedure

At Kem Finity, we are committed to providing excellent service and addressing any concerns our customers may have. To ensure your feedback is handled promptly and effectively, please follow the steps below:

1. Submitting a Complaint

All complaints should be sent to our dedicated email address: [email protected].

When submitting a complaint, please include the following details:

• Your full name and contact information.
• A clear description of the issue or concern.
• Relevant order or reference numbers (if applicable).
• Any supporting documents or evidence.

2. Severity Levels

To help us prioritize and address your complaint appropriately, please indicate the severity level of your issue:

• Notice: General feedback or minor concerns that do not require immediate attention.
• Urgent: Issues affecting service or product delivery that require timely resolution.
• Super Urgent: Critical matters requiring immediate action, such as safety concerns or significant service disruptions.

3. Response Time

We aim to acknowledge all complaints within 2 business days and provide a resolution within the following timeframes:

• Notice: Resolution within 7 business days.
• Urgent: Resolution within 3 business days.
• Super Urgent: Immediate attention and resolution within 1 business day where possible.

4. Escalation Process

If you feel your complaint has not been resolved satisfactorily, you may escalate it by:

• Replying to the acknowledgment email and requesting escalation.
• Including the subject line: "Complaint Escalation: [Your Complaint ID]".

Our escalation team will review your case and provide a further response within 3 business days.

5. Commitment to Improvement

Your feedback is invaluable to us. We continuously use customer insights to improve our products, services, and processes.

Thank you for helping us serve you better.