Complaint Handling Procedure

We as Skyway Group seeks to maintain and enhance our reputation of providing high quality products and services. We value complaints as they assist us to improve our products, services and customer service.

We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.

We are committed to being consistent, fair and impartial when handling all complaints.

a) If you are dissatisfied with a service or product provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with.

b) If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:

  • By telephoning us on 020 4403300 or 0722 503 203
  • By writing to us through info@skywyagrp.com
  • By completing a feedback form on our website; www.skywaygrp.com,
  • In person by speaking to any of our staff.

Pse; If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing for record purposes.

When we are investigating your complaint, we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary.

To help us investigate your complaint quickly and efficiently we will ask you for the following information:

  • Your name and contact details,
  • The name of the person you have been dealing with from Skyway Group,
  • The nature of the complaint,
  • Details of any steps you have already taken to resolve the compliant,
  • Details of conversations you may have had with us that may be relevant to your complaint,
  • Copies of any documentation which supports your complaint.

Skyway Group is committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.

We will acknowledge receipt of your complaint within three (3) working days. Once your complaint has been received, we will undertake an initial review of your complaint.

We are committed to resolving your complaint within 7 working days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 7 working days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalise your complaint.

During the initial review or investigation stage we may need to seek further clarification or documentation from you to assist us in resolving your complaint.

If we have sought clarification or additional documentation from you and we are waiting on you to provide this information, we may not be able to meet our 7 working day finalisation commitment.

In such circumstances upon receipt of your clarification or additional documentation we will indicate to you when we expect to be able to finalise your complaint.

Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally.

You have the right to make enquiries about the current status of your complaint at any time by contacting us.

There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you. In such circumstances we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your complaint at that time.

Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.

Should you be unsatisfied by such findings, and you require further assistance, you have the right the escalate the complaint in the following manner;

  • Escalation through company Channels;
    • Contact our Administration manager through; email; Anthony.Gikonyo@skywyagrp.com, or office phone; 020 4403300, 0721 503203, or mobile phone 0720 667997.
    • If you are still dissatisfied with the assistance given, contact our CEO through; email; Joseph.Gikonyo@skywaygrp.com, or office phone; 020 4403300, 0721 503203, or mobile phone 0722 312 769.
  • Escalation through other channels;

If you are not satisfied with how your complaint has been handled, or the resolution provided by us, you can escalate your complaint further through Advertisers Association of Kenya, or legal means or through law enforcement agencies as provided by for the laws of Kenya.

  • Acknowledge: Within three working days of receiving your complaint we will acknowledge receipt of your complaint.
  • Review: We undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
  • Investigate: We will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information which may be available, that could assist us in investigating your complaint.
  • Feedback: Following our investigation, we will notify you of our findings and any actions we may have taken in regards to your complaint within 7 working days of receiving your complaint.
  • Action: Where appropriate we amend our business practices or policies.
  • Record: We will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.
Notes:

As part of on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues.

If you lodge a complaint, we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.

Copyright © 2016 Skyway Group. All Rights Reserved.
P.O. Box 45812 - 00100 Nairobi,Kenya Tel: +254 721 503 203,+254 20 440 3300 Email: info@skywaygrp.com