Our customers are at the heart of everything we do. We value your feedback, as it helps us refine and enhance our services, solutions, and processes.
Send us a quick message on WhatsApp to leave a compliment; it’s fast, easy, and helps us keep serving families with care.
Two Mountains recognises that every customer has a right to complain. Our complaints handling process affords you the opportunity to complain. Your feedback is valued as it allows us to continuously improve our service and processes, and affords us the opportunity to change bad experiences into positive ones.
OUR PRICIPLES INCLUDE:
Information on how to lodge a complaint will be clear and easily accessible.
We will be fair and practical in how we resolve your complaint timeously.
Complaints are handled by trained staff skilled in handling and resolving issues.
There will be a fair assessment for redress if required.
You are not charged for making a complaint.
You will be kept informed on the progress of your complaint.
You can expect a prompt, fair and clear response that addresses everything raised in your complaint.
All documents about the complaint are kept for reference as required.
If you’re unhappy with the outcome, you’ll get clear information on how to escalate the issue.
We value your feedback and take every complaint seriously.
Here’s how we’ll work with you to resolve it quickly and fairly.
To help us resolve your complaint, we need to know more about you. We will need your contract number and the nature of the complaint.
We will acknowledge your complaint and inform you of our investigation timelines. We will keep you updated on the progress.
We will work to resolve your complaint within a reasonable time. If we need more time, we will keep you updated on the progress.
Once your complaint is resolved, we will use the learnings you’ve provided to improve our overall customer experience.
How to Complain
To help us resolve your complaint quickly, please provide
Where to Submit Your Complaint
Still not satisfied?
If you are not satisfied with the outcome after our internal review, you may contact the relevant independent dispute resolution body:
National Financial Ombud Scheme
Ombud for Financial Services Providers
We strive to provide every family with the highest standard of care. If you’re unhappy with any part of our service, please let us know so we can make it right.
We acknowledge your message and will get back to you within 2-3 business days with a response.
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