Complaints Procedure

We want to know when we get something wrong, so we can put it right. This procedure covers complaints about our services, billing, refunds and how we handle personal data. Making a complaint is free.

1. How to complain

Write to complaints@syncoretech.net, or open a ticket in your account and say it is a complaint. Please tell us:

• your name (and business name, if any) and the email address on your account;
• what happened, and when;
• what you would like us to do.

2. What happens next

1. We acknowledge your complaint within 2 working days and tell you who is handling it.
2. We investigate and give you a full answer within 15 working days. If we need longer, we tell you why and when you will hear from us.
3. If you are not happy with the answer, ask for it to be reviewed by senior management. We reply within a further 15 working days.

3. If you are still not satisfied

• Personal data: you can complain to the Data Protection Office of Mauritius, headed by the Data Protection Commissioner, or to the data protection authority where you live or work.
• Consumers: you may contact the consumer protection authority where you live, and you keep any right to go to the courts there.
• Courts: you can take the matter to the courts of Mauritius, as set out in our Terms of Service.

Using this procedure does not affect your legal rights, including any right to dispute a payment with your bank. We ask that you contact us first so we can try to resolve the matter quickly.

4. Records

We keep a record of every complaint and how we resolved it, to help us improve.