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Complaints Handling Policy (Escalation Procedures)

Information about escalation policy.

Terms & Conditions


Customers can email us or call us for any issues related to their domain. Our Customer Support team will attempt to resolve all enquiries at the first point of contact.

If a policy or technical issue cannot be immediately resolved, we will provide you with a realistic time expectation of when the issue will be resolved.

Where an enquiry or technical issue has to be escalated to other departments, a case file will be raised, and the case will not be closed until you have been notified of the outcome.

Whenever a case has been escalated, we will endeavor to provide you with follow up responses within 48 hours on working days excludes public holidays.

If the customer issue is out of our scope of support, we will refer the customer to the appropriate 3rd party.

If you are unhappy with any aspect of the services we provide please contact us, and we will respond within 5 business days. If you are not satisfied with the initial response please contact our support department and request to speak to our Operations Manager who will review the issue as a priority. Our Customer Support staff will inform you of the outcome.

If at any time you require an update on any escalated complaint, please feel free to contact us. If you have been assigned a case file reference, please provide us with your case file reference.

Our Support staffs at Gransy strive to provide you with quality service, and we will use all reasonable means to resolve any outstanding issues in the most efficient and timely manner.

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