How do I escalate an issue?Updated 14 days ago

If you feel your issue has not been resolved, you can request for it to be reviewed further by our team.

We are committed to ensuring all enquiries are handled thoroughly and fairly.

How to escalate your enquiry

To escalate your issue:

• Reply to your existing email or support thread
• Clearly state that you would like your matter reviewed further
• Provide any additional details or clarification if needed

This allows us to reassess your situation with full context.

What happens during escalation

When an issue is escalated:

• Your case is reviewed in more detail
• Additional investigation may be carried out
• A final response will be provided based on our policies

Important things to understand

• All outcomes are guided by our policies and procedures
• Escalation does not guarantee a different outcome
• Each case is assessed fairly and consistently

When escalation is appropriate

You may request an escalation if:

• You believe your concern has not been fully addressed
• You have additional information to provide
• You would like a further review of the decision

Our approach

We aim to:

• Review all escalations carefully
• Provide clear and transparent responses
• Ensure consistency across all cases

Our recommendation

Before escalating, we recommend:

• Reviewing the previous response carefully
• Ensuring all relevant information has been provided
• Clarifying your request clearly in your reply

Important

All escalated cases are reviewed in line with our policies. Outcomes will remain consistent with these guidelines.