TrustMark Compliance

Customer Feedback Procedure

1. Collecting Feedback:
   We actively encourage our customers to provide feedback after each project. Feedback can be submitted via:

   • Our online feedback form available on our website.
   • Customer surveys sent via email post-service.
   • Directly via email or phone to our customer service team.
     
     

2. Review and Response:

   • All feedback is reviewed by our customer service team within 48 hours of receipt.
   • Positive feedback is acknowledged and shared with the relevant team members.
   • Negative or constructive feedback is flagged for immediate follow-up and resolution.
     
     

3. Addressing Complaints:

   If a customer raises a complaint, we ensure the following:

   • We acknowledge the complaint within 24 hours.
   • We investigate the issue and provide a resolution within 5 business days.
   • If the customer is satisfied with the resolution, the case is closed; if not, the issue will be escalated.
     
     

4. Continuous Improvement:
   We use customer feedback to improve our services, products, and procedures. Trends in feedback are reviewed monthly to identify areas for improvement.

5. Follow-up:
   After resolving a complaint or concern, we follow up with the customer to ensure satisfaction and make adjustments to our processes if needed.