Complaints & Resolution Process
Complaints & Resolution Process
1. Our commitment
New Road Capital (Pty) Ltd considers client complaints and feedback vitally important as it enables us to continuously improve our value proposition available to customers. We are committed to ensuring that all complaints received are resolved promptly and in a fair and equitable manner.
2. Lodging your complaint
Please lodge your complaint in writing to info@newroadcapital.co.za. The complaint should contain sufficient details including:
3. Complaint process
We will endeavour to acknowledge receipt of the complaint within 24 hours.
If the complaint can be resolved immediately, we will do so and advise you accordingly.
If the complaint cannot be resolved immediately we will send you a written summary of the steps to be taken to resolve the matter and the expected date of resolution.
Where any complaint received pertains to something out of our control, e.g. product information, we will forward the complaint to the product provider concerned and, where possible, facilitate the resolution process.