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Complaints Handling – Codener

Complaints Handling

At Codener, we are committed to providing high-quality services and maintaining transparent, respectful, and responsive communication with all clients. We recognize that, despite our best efforts, concerns may arise. This Complaints Handling Mechanism outlines the steps to ensure your concerns are addressed promptly and fairly.

1. Purpose

The purpose of this policy is to:

  • Provide clients with a clear and simple process for lodging complaints.
  • Ensure every complaint is handled professionally, fairly, and in a timely manner.
  • Continuously improve our services based on client feedback.

2. How to Lodge a Complaint

Clients can submit complaints through any of the following channels:

  • Email: Send a detailed message to hello@codener.com
  • Contact Form: Submit your concern via the contact form on our website https://codener.com/contact-us

Please include:

  • Your full name and company (if applicable)
  • The nature of your complaint
  • Relevant project or invoice reference numbers
  • Any supporting documents or screenshots
  • Your preferred resolution or outcome

3. Acknowledgment of Complaint

  • Upon receiving your complaint, we will acknowledge it within 1 business day.
  • Our support team will review your complaint in detail and forward it to the relevant department.

4. Resolution Timeline

We aim to resolve all complaints within the following timeframes:

  • Simple issues: Within 2–3 business days
  • Complex issues requiring investigation: Within 7–10 business days

If additional time is required, you will be informed of the revised timeline and reason for the delay.

5. Investigation and Follow-up

  • All complaints are handled by our Customer Experience or Project Management team.
  • We may request additional information or clarification to complete the investigation.
  • Once resolved, a written response will be provided outlining the findings and actions taken.

6. Escalation Procedure

If you are unsatisfied with the initial resolution:

  • You may escalate the matter to our Operations Manager by replying to the original complaint thread and stating your concerns.

For further escalation, the matter can be directed to the CEO’s Office at sameed@codener.com (final level of escalation).

7. Confidentiality and Fairness

  • All complaints are treated confidentially and handled with professionalism.
  • We ensure that raising a complaint will not result in any form of retaliation or discrimination.

8. Continuous Improvement

All client complaints are logged and analyzed regularly to identify trends and implement corrective or preventive actions for ongoing improvement in our services.

If you have any questions regarding this policy, feel free to contact our team at support@codener.com.

Updated on: 11-July-2025

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