Complaint Policy

Complaint Policy

At World Trade Group (WTG), we are committed to delivering exceptional services to our customers. However, we understand that occasionally issues may arise. This Complaint Policy outlines the process for lodging a complaint and how we handle and resolve complaints fairly and efficiently.

Purpose

The purpose of this Complaint Policy is to ensure that any dissatisfaction with our services or actions is addressed promptly, transparently, and efficiently. We take complaints seriously and aim to resolve them in a timely manner.

How to Submit a Complaint

If you have a complaint about our services or an interaction with WTG, you can submit your complaint using the following methods:

• Email: Send a detailed complaint to [Insert Complaint Email Address].


• Postal Mail: Address your complaint in writing to:
  World Trade Group (WTG)
  454 Rue Richard Bell Bali - Carrefour Kayo Elie, Douala - Cameroon


• Contact Form: Use the contact form on our website at www.worldtradegroup.cm/contact to submit your complaint.

Information to Include in Your Complaint

To help us process your complaint effectively, please include the following details:

• Your full name and contact information (email, phone number).


• A detailed description of the issue or concern.


• Any relevant documents or evidence (if applicable).


• The date(s) of the incident or issue.


• Any specific outcome or resolution you are seeking.

Acknowledgment of Complaints

Once we receive your complaint, we will acknowledge it within 3 business days via email or phone. We will provide you with a reference number for your complaint, which you can use for future correspondence.

Complaint Handling Process

• Investigation: Our team will thoroughly investigate the details of your complaint and may contact you for further information if needed.


• Resolution: We aim to resolve all complaints within 15 business days. If additional time is required due to the complexity of the issue, we will notify you and keep you informed of the progress.


• Response: After completing the investigation, we will provide you with a written response outlining the outcome and any actions we will take to resolve the issue.

Confidentiality

All complaints will be handled with the utmost confidentiality. Information related to your complaint will only be shared with the relevant personnel responsible for resolving it.

Monitoring and Improvement

We regularly monitor and review complaints to identify any patterns or areas where we can improve our services. Your feedback is valuable in helping us enhance the quality of our service delivery.

Contact Us

For any questions regarding this Complaint Policy, or if you wish to submit a complaint, please contact us at:

• World Trade Group


• Address: 454 Rue Richard Bell Bali - Carrefour Kayo Elie, Douala - Cameroon


• Email: : [email protected]


• Phone: : +237 682 82 81 74 / 682 82 89 94