{"id":18467,"date":"2025-07-11T09:59:01","date_gmt":"2025-07-11T09:59:01","guid":{"rendered":"https:\/\/codener.com\/?page_id=18467"},"modified":"2025-07-22T10:03:35","modified_gmt":"2025-07-22T10:03:35","slug":"complaints-handling","status":"publish","type":"page","link":"https:\/\/codener.com\/complaints-handling\/","title":{"rendered":"Complaints Handling"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"18467\" class=\"elementor elementor-18467\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e7e331e elementor-section-full_width elementor-section-stretched elementor-section-height-min-height elementor-section-height-default elementor-section-items-middle\" data-id=\"e7e331e\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-27e2aaa\" data-id=\"27e2aaa\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b6f99ce elementor-widget elementor-widget-heading\" data-id=\"b6f99ce\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints Handling \u2013 \n <span style=\"font-weight:600;color: #003B72\">Codener<\/span><\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f67b8c6 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f67b8c6\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7cf8d23\" data-id=\"7cf8d23\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-cea85a8 elementor-widget elementor-widget-heading\" data-id=\"cea85a8\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints Handling<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5f818d elementor-widget elementor-widget-text-editor\" data-id=\"d5f818d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">At <\/span><b>Codener<\/b><span style=\"font-weight: 400;\">, we are committed to providing high-quality services and maintaining transparent, respectful, and responsive communication with all clients. We recognize that, despite our best efforts, concerns may arise. This <\/span><b>Complaints Handling Mechanism<\/b><span style=\"font-weight: 400;\"> outlines the steps to ensure your concerns are addressed promptly and fairly.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c2c7ed7 elementor-widget elementor-widget-heading\" data-id=\"c2c7ed7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1. Purpose<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f34843c elementor-widget elementor-widget-text-editor\" data-id=\"f34843c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">The purpose of this policy is to:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Provide clients with a clear and simple process for lodging complaints.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ensure every complaint is handled professionally, fairly, and in a timely manner.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Continuously improve our services based on client feedback.<\/span><\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b9549d1 elementor-widget elementor-widget-heading\" data-id=\"b9549d1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2. How to Lodge a Complaint<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-04ef409 elementor-widget elementor-widget-text-editor\" data-id=\"04ef409\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Clients can submit complaints through any of the following channels:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Email:<\/b><span style=\"font-weight: 400;\"> Send a detailed message to <\/span><a href=\"mailto:contact@greyminutes.top\"><b>hello@codener.com<\/b><\/a><b><br \/><\/b><\/li><li aria-level=\"1\"><b>Contact Form:<\/b> Submit your concern via the contact form on our website https:\/\/codener.com\/contact-us<\/li><\/ul><p><span style=\"font-weight: 400;\">Please include:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Your full name and company (if applicable)<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The nature of your complaint<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Relevant project or invoice reference numbers<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Any supporting documents or screenshots<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Your preferred resolution or outcome<\/span><\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1705ef5 elementor-widget elementor-widget-heading\" data-id=\"1705ef5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3. Acknowledgment of Complaint<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b2002b elementor-widget elementor-widget-text-editor\" data-id=\"4b2002b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Upon receiving your complaint, we will acknowledge it within <\/span><b>1 business day<\/b><span style=\"font-weight: 400;\">.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Our support team will review your complaint in detail and forward it to the relevant department.<\/span><\/span><\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b75720 elementor-widget elementor-widget-heading\" data-id=\"5b75720\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4. Resolution Timeline<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aa4de37 elementor-widget elementor-widget-text-editor\" data-id=\"aa4de37\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">We aim to resolve all complaints within the following timeframes:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Simple issues:<\/b><span style=\"font-weight: 400;\"> Within <\/span><b>2\u20133 business days<\/b><b><br \/><\/b><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Complex issues requiring investigation:<\/b><span style=\"font-weight: 400;\"> Within <\/span><b>7\u201310 business days<\/b><b><br \/><\/b><\/li><\/ul><p><span style=\"font-weight: 400;\">If additional time is required, you will be informed of the revised timeline and reason for the delay.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a03bcca elementor-widget elementor-widget-heading\" data-id=\"a03bcca\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5. Investigation and Follow-up<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4bd75c8 elementor-widget elementor-widget-text-editor\" data-id=\"4bd75c8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">All complaints are handled by our <\/span><b>Customer Experience<\/b><span style=\"font-weight: 400;\"> or <\/span><b>Project Management<\/b><span style=\"font-weight: 400;\"> team.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We may request additional information or clarification to complete the investigation.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Once resolved, a written response will be provided outlining the findings and actions taken.<\/span><\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed44ac0 elementor-widget elementor-widget-heading\" data-id=\"ed44ac0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">6. Escalation Procedure<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cd2436d elementor-widget elementor-widget-text-editor\" data-id=\"cd2436d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">If you are unsatisfied with the initial resolution:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">You may escalate the matter to our <\/span><b>Operations Manager<\/b><span style=\"font-weight: 400;\"> by replying to the original complaint thread and stating your concerns.<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\">For further escalation, the matter can be directed to the <\/span><b>CEO\u2019s Office<\/b><span style=\"font-weight: 400;\"> at <\/span><a href=\"mailto:sameed@codener.com\"><b>sameed@codener.com<\/b><\/a><span style=\"font-weight: 400;\"> (final level of escalation).<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7643e6a elementor-widget elementor-widget-heading\" data-id=\"7643e6a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7. Confidentiality and Fairness<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ba47d0 elementor-widget elementor-widget-text-editor\" data-id=\"3ba47d0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">All complaints are treated confidentially and handled with professionalism.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">We ensure that raising a complaint will not result in any form of retaliation or discrimination.<\/span><\/span><\/span><\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7b93fa6 elementor-widget elementor-widget-heading\" data-id=\"7b93fa6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">8. Continuous Improvement<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ada2b5d elementor-widget elementor-widget-text-editor\" data-id=\"ada2b5d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">All client complaints are logged and analyzed regularly to identify trends and implement corrective or preventive actions for ongoing improvement in our services.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ac9b0f elementor-widget elementor-widget-text-editor\" data-id=\"5ac9b0f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">If you have any questions regarding this policy, feel free to contact our team at <\/span><a href=\"mailto:support@codener.com\"><b>support@codener.com<\/b><\/a><span style=\"font-weight: 400;\">.<\/span><\/p><p><b>Updated on:<\/b><span style=\"font-weight: 400;\"> 11-July-2025<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t  ","protected":false},"excerpt":{"rendered":"<p>Complaints Handling \u2013 Codener Complaints Handling At Codener, we are committed to providing high-quality services and maintaining transparent, respectful, and responsive communication with all clients. We recognize that, despite our best efforts, concerns may arise. This Complaints Handling Mechanism outlines the steps to ensure your concerns are addressed promptly and fairly. 1. Purpose The purpose [&hellip;]<\/p>\n","protected":false},"author":20,"featured_media":7869,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-18467","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/codener.com\/wp-json\/wp\/v2\/pages\/18467","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/codener.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/codener.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/codener.com\/wp-json\/wp\/v2\/users\/20"}],"replies":[{"embeddable":true,"href":"https:\/\/codener.com\/wp-json\/wp\/v2\/comments?post=18467"}],"version-history":[{"count":0,"href":"https:\/\/codener.com\/wp-json\/wp\/v2\/pages\/18467\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/codener.com\/wp-json\/wp\/v2\/media\/7869"}],"wp:attachment":[{"href":"https:\/\/codener.com\/wp-json\/wp\/v2\/media?parent=18467"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}