Handling complaints involves the processing of personal data on the complainant as an individual or the representative of the organization or legal entity lodging the complaint. The Board of Directors has approved this policy to guide the acceptance, handling, and resolution of complaints in an expedient, effective, and professional manner. Our goal is to uphold our reputation as an institution that provides high-quality professional products and services while remaining receptive and responsive to our clients’ needs and satisfaction.

Definition of a Complaint: Under this Policy, a complaint is defined as “an expression of dissatisfaction made to an organization, whether verbally or in writing, related to the organization’s products, services, and actions taken by an employee or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.”

We want to make the complaints process as straightforward as possible for our clients. If you have any concerns or complaints, please follow the procedure outlined below:

1. Lodging a Complaint:

• Complaints should be submitted in writing via email or through our designated complaints form available on our website.
• The complaint should clearly state the nature of the issue, providing relevant details such as dates, individuals involved, and any supporting documentation.
• Anonymous complaints will be accepted; however, providing contact information will enable us to communicate with you more effectively during the investigation process.

Complaints Handling:

• Upon receipt of a complaint, our dedicated complaints handling team will initiate an investigation promptly.
• We will acknowledge the receipt of the complaint promptly, informing you of the next steps in the process.
• During the investigation, we may request additional information or evidence from you to facilitate a thorough examination of the matter.
• We aim to provide a response or resolution to the complaint within [insert timeframe], keeping you informed of the progress throughout the process.

Confidentiality and Data Protection:

• All complaints and personal data provided will be treated with strict confidentiality and in accordance with applicable data protection laws.
• Personal information will only be used for the purposes of investigating and responding to the complaint.

Suggestions: We also value suggestions and feedback from our clients. If you have a suggestion that does not require a formal resolution procedure, you can provide your feedback by sending us a message.
We are committed to continuously improving our operations and ensuring the satisfaction of our stakeholders. Your feedback plays a crucial role in helping us achieve these goals. Should you have any questions or require further assistance, please do not hesitate to contact us.

Thank you for choosing Navinkor Marine SA. We appreciate your trust in our products and services, and we are committed to addressing any concerns or complaints promptly and professionally.