What if I’m not happy with my resolution?
OK, so you’ve raised a complaint and our Service team has provided you with a resolution that you’re not satisfied with. Can you ask for the resolution to be reviewed?
Yes, you can.
We have four levels of review that a complaint may go through, starting with our frontline team members who have been given all the tools they need to handle most issues you may raise:
- Level 1 - Our frontline Service agents will handle your issue or complaint and respond with a resolution.
They will acknowledge your complaint immediately and provide a resolution to you within 2 days of your request.
- Level 2 - In the event that you are not satisfied with the resolution, you may request your complaint be escalated to a second level reviewer who will review the work of the frontline Service agent and take into consideration any further issues that you have raised, with the aim of finding a mutual resolution in line with Make It Mine company policies.
They will provide a resolution to you within 7 days of your request to escalate the issue.
- Level 3 - If you are still not satisfied with the level of service or the response that was provided at Level 2; you may request to have the matter reviewed further by a level 3 reviewer. This response will review your reasons for not being satisfied with the resolution offered in the previous processes with the aim of resolving the grievance and if practicable finding a mutual resolution in line with Make It Mine company policies.
They will provide a resolution to you within 10 days of your request to escalate the issue.
- Level 4 - Lastly, if you are still not satisfied with the 3 levels of dispute resolution process offered, you may write to us to have the matter reviewed further. This review will be conducted by the Make It Mine Executive Manager.
A written response will be provided to you within 25 days of your request to escalate the issue.