Complaints Procedure
At Sawah Cyber Security, we are committed to delivering quality services. If something does not meet your expectations, we want to hear about it so we can resolve it and improve.
Why We Have This Procedure
We follow a structured complaints process aligned with ISO 9001 quality management principles. Every complaint is an opportunity to learn and deliver better results. This procedure ensures your concern is taken seriously, handled fairly, and resolved in a timely manner.
What You Can Report
You can file a complaint about any aspect of our services, including but not limited to:
- Quality or delivery of our services (penetration testing, code review, consulting, etc.)
- Communication or responsiveness
- Conduct of our team members
- Billing or contractual matters
How to Submit a Complaint
We keep the process simple. You can submit a complaint in three ways:
- Send an email with the subject line "Complaint" to the address below
- Call us directly and request to speak with a manager
- Use our contact form and select "Complaint" as the subject
Email: [email protected]
What to Include
To help us resolve your complaint efficiently, please include:
- Your name and contact details
- The project or service your complaint relates to
- A clear description of the issue
- Relevant dates and reference numbers (if applicable)
- Your desired outcome
How We Handle Your Complaint
Our handling process follows clear steps with defined timelines:
| Step | Action | Timeline |
|---|---|---|
| 1 | Acknowledgement of receipt | Within 2 business days |
| 2 | Complaint assigned to a responsible handler | Within 3 business days |
| 3 | Investigation and fact-finding | Within 10 business days |
| 4 | Proposed resolution communicated to you | Within 15 business days |
| 5 | Follow-up to confirm satisfaction | Within 5 business days after resolution |
Escalation
If you are not satisfied with the outcome, you may escalate your complaint:
- Request a review by senior management by responding to your complaint case email
- If the matter remains unresolved, you may seek external mediation or refer the matter to the appropriate regulatory authority
Confidentiality
All complaints are treated confidentially. Information is only shared with those directly involved in investigating and resolving your complaint. We comply with applicable data protection regulations when processing your personal data.
Continuous Improvement
We log and analyze all complaints as part of our quality management system. Patterns and recurring issues are reviewed quarterly by management to drive structural improvements in our services and processes.