Complaints Procedure

Complaints Procedure


Introduction and Purpose

At Planit, our primary goal is to provide our clients with the highest level of service. If you ever experience any dissatisfaction or have concerns regarding our service, we kindly request that you bring them to our attention. Your feedback is highly valued as it actively contributes to the continuous improvement of the services we offer.

The purpose of this document is to outline the procedures for making a formal complaint regarding the services provided by Planit. These complaints may pertain to various aspects, including the professional conduct of an employee or any other element of our service. The guidelines provided here will assist you in effectively lodging your complaint.

Complaint Submission

To file a complaint, you can send an email to Our Human Resources department operates from Monday to Friday, between 9am and 5pm.

When submitting your complaint via email, we kindly request that you provide us with as much detail as possible. This includes specifying the date and time of the incident, and if applicable, attaching any supporting documentation. It is important to include your contact details in the email as well.

Complaint Handling Process

Within 2 working days of receiving your complaint via email, we will send you an acknowledgment to confirm its receipt.

The HR department will conduct a thorough review and investigation of your complaint. Our aim is to provide a fair and timely resolution within 10 working days. Throughout the process, we will keep you updated on the progress.

In certain cases, the investigation may require obtaining additional information from third parties, such as airlines or other suppliers. As a result, the resolution of the complaint may take up to 30 working days. If an escalation is necessary, we will promptly notify you.

Once the resolution has been determined, we will communicate it to you in writing. A comprehensive response will be sent via email, outlining the outcome of the investigation.

Confidentiality and Data Protection

Planit is dedicated to maintaining the confidentiality of complaints and adhering to relevant data protection regulations. We want to assure you that any personal information disclosed during the complaints process will solely be utilized for the purpose of investigating and resolving the issue at hand. Your privacy and data security are of utmost importance to us.

Review and Continuous Improvement

In order to enhance our services and internal processes, we will thoroughly evaluate all complaints received.

We would like to express our gratitude to all our customers for their valuable feedback. We warmly welcome any input that assists us in delivering exceptional customer service.