COMPLAINT PROCEDURE

Purpose

The purpose of this Complaint Procedure is to inform you how to contact us if you have any complaints regarding the services we provide. This procedure explains how you can submit a complaint, how it will be handled, and what options are available if you are not satisfied with the outcome or our response.

How to Contact Us?

You can reach our Customer Service Team via email at: [email protected]

How to Submit Your Complaint?

• Send an email to [email protected] with a detailed explanation of your complaint.
• Providing detailed information helps us process your complaint faster and respond more efficiently.
• Once submitted, you will receive an acknowledgment within 72 hours, confirming receipt of your complaint.

Response Time

• Our Customer Service Team will respond as soon as possible and make every effort to resolve the issue promptly.
• A final decision will be communicated within 10 business days. If more time is needed, we may extend by an additional 10 business days and will inform you of the extension and reasons.
• If resolution requires third-party involvement, we will provide a final decision within 8 weeks.
• Complaints concerning personal data processing under the Personal Data Protection Law (KVKK) will be answered within 30 days.
• If you are not satisfied with our response on personal data processing or believe your data was processed unlawfully, you have the right to file a complaint with the data protection authority of your country of residence.