Our Principles

1. Transparency : We believe in a clear and straightforward complaint process, ensuring that our customers understand each step.
2. Accessibility : We provide accessible channels for submitting complaints, making it easy for all users and customers to voice their concerns..
3. Confidentiality : We prioritize the privacy of our complainants by handling all complaints confidentially.
4. Fairness : We are committed to addressing complaints in an unbiased and equitable manner, ensuring that every voice is heard
5. Responsiveness : We strive to address complaints promptly and efficiently, prioritizing timely resolutions for our customers.

What is a comlaint

A complaint is any expression of dissatisfaction or concern regarding Wyrr Inc.’s products, services, employees, or practices. It reflects the customer’s experience and serves as an opportunity for us to improve.

How to submit a Complaint

Complaints can be lodged through any of the following means:

1. Email : You can send a detailed complaint via email to help@wyrr.app
2. Social Media : Reaching out through the organization's social media channels: On Instagram @sendwyrr ;Twitter @SendWyrr and someone will attend to you.

What to Include

When lodging a complaint, it’s important to include specific information to ensure it’s addressed effectively. Here’s what to include:

1. Your Name : Clearly state your full name.
2. Contact Information : Provide your email address and phone number for follow-up.
3. Date of the Incident : Specify when the issue occurred.
4. Details of the Complaint : Describe the issue clearly and concisely, including what happened and how it affected you.
5. Supporting Documentation : Attach any relevant documents, such as receipts, photographs, or emails.
6. Desired Resolution : Explain what you would like to happen as a result of your complaint.

Investigation Process

1. Acknowledgment : Once a complaint is received, the relevant department will acknowledge receipt, often providing a reference number.
2. Review : The team will review the details of the complaint and any supporting documentation.
3. Investigation : The department will conduct an investigation, which may involve
   • Gathering additional information
   • Interviewing involved parties
   • Reviewing policies or procedures
4. Follow-Up : You may be contacted for further information or clarification during the investigation.
5. Resolution : After the investigation, the department will determine the outcome and decide on any necessary actions or resolutions.
6. Communication : You will be informed of the findings and any steps taken, along with any potential remedies or changes implemented.
7. Feedback : We may ask for feedback on the complaints process to help improve future handling.

Resolution Timeline

We aim to resolve complaints within 10 business days while complex issues may take longer, and you will be informed of any delays.

Escalation

If you are not satisfied with the resolution of your complaint, you can escalate the issue to a supervisor. To do this, please email help@wyrr.app with the following information:

1. Your Name : Include your full name for reference.
2. Contact Information : Provide your email and phone number.
3. Reference Number : Include the reference number from your original complaint.
4. Details of the Issue : Briefly summarize the complaint and the response you received.
5. Desired Outcome : Clearly state what resolution you are seeking.

The supervisor will review your case and follow up with you regarding the next steps.

Confidentiality

All complaints will be handled confidentially. Your information will only be shared with individuals directly involved in the resolution process to ensure your privacy and the integrity of the investigation. Rest assured that we take confidentiality seriously and are committed to protecting your personal information throughout the process.

Follow-Up

After the resolution of your complaint, we may follow up with you to ensure your satisfaction and gather feedback on the complaint process. Your insights are valuable to us and help improve our services.

Review and Improvement

We regularly review complaints to identify trends and areas for improvement in our services and processes. This proactive approach helps us enhance customer satisfaction and better experience.

Contact Us

For any questions about this policy, please reach out to our customer service team athelp@wyrr.app

By implementing this Complaint Policy, Wyrr Inc. aims to foster a culture of accountability and continuous improvement, ensuring the highest level of satisfaction for all our users and customers.

Last updated: June, 2024