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COMPLAINTS POLICY

About this Complaints Policy

At Squemart, we are committed to providing excellent customer service. However, we understand that there may be occasions when you feel our service has not met your expectations.

This policy outlines how you can make a complaint and how we will handle it to ensure a fair and timely resolution.

How to make a complaint

You can make a complaint through any of the following channels:

  • Phone:Call our customer service team on +234 706 897 8094
  • Email:Send your complaint to complaints@squemart.com
  • Live Chat:Use the live chat feature on our website
  • Contact Form:Fill out our online complaints form

When making a complaint, please provide as much detail as possible including your order number, product details, and a clear description of the issue.

What happens after you make a complaint?

1

Acknowledgment

We will acknowledge receipt of your complaint within 24 hours and provide you with a reference number for tracking purposes.

2

Investigation

A member of our customer service team will investigate your complaint thoroughly, reviewing all relevant information and circumstances.

3

Resolution

We aim to resolve most complaints within 5 working days. If your complaint requires more detailed investigation, we will keep you informed of progress.

4

Response

Once we have completed our investigation, we will contact you with our findings and proposed resolution.

If you're not satisfied with our response

If you are not satisfied with how we have handled your complaint, you can request for it to be escalated to our Customer Experience Manager who will review your case independently.

To escalate your complaint, please:

  • Quote your original complaint reference number
  • Explain why you are dissatisfied with our response
  • Email: escalations@squemart.com or call +234 706 897 8094 and ask to speak with a supervisor

Please note: The escalation team will aim to respond within 7 working days with a final resolution.

Our commitment to you

  • ✓We will treat all complaints seriously and with respect
  • ✓We will investigate complaints thoroughly and impartially
  • ✓We will keep you informed throughout the complaints process
  • ✓We will learn from complaints to improve our service
  • ✓We will respond to complaints within the timescales outlined in this policy
  • ✓We will handle all complaints confidentially

Contact Information

For any questions about this Complaints Policy, please contact us:

Email: admin@squemart.com

Phone: +234 706 897 8094

Address: Squemart Hub and Gadgets, Bodija, Ibadan, Oyo State, Nigeria