At Trastra, our goal is to provide you with fast, efficient, and friendly services that meet your needs and leave you satisfied. We value your feedback, including complaints, and take them seriously. Our commitment is to address any concerns you may have promptly and effectively.

What is a complaint?

We define a complaint as formal feedback or expression of dissatisfaction from a customer regarding our services or products.

How to initiate a formal complaint?

If you have any complaints about our services, please reach out to us at [email protected]. We encourage you to raise any issues or complaints with a member of our staff as soon as possible. When filing a complaint, please provide a clear and detailed explanation of the nature of your problem.

What is the timeframe for resolving a complaint?

At Trastra, we understand the importance of promptly resolving any complaints you may have. For simpler issues, our team members will work to address them immediately. However, for more complex issues, we have a formal Complaints procedure in place. We will document all the details of your complaint and arrange for you to be contacted by a member of our team who is best equipped to handle your specific issue.

Our goal is to send you a final response to your complaint within two weeks of receiving it, except for cases where additional time is needed for appropriate checks. We value your time and will work diligently to resolve your complaint as quickly and efficiently as possible, while ensuring we thoroughly investigate your concerns.

What is our process for addressing and resolving complaints?

At our company, we are committed to efficiently processing and resolving all customer complaints. Our team members prioritize addressing complaints in a timely and equitable manner while maintaining integrity and objectivity.

When you initiate the formal complaint process, we will send you a written acknowledgement that includes a reference number for your complaint and the name of the staff member who will handle your case.

If we are able to provide a final response immediately or within one day, we will do so. However, if we require additional information or more time to investigate the issue, we will request that you provide us with any necessary information and explain the reason for the delay. We will then provide you with an estimated timeframe for when we expect to reach a final decision. Our ultimate goal is to provide a satisfactory resolution to your complaint.

Further escalation

If you are not satisfied with the response to your complaint, you have the option to escalate it further by contacting us through the same email address provided earlier and requesting for escalation. Our team is committed to ensuring that all customer complaints are addressed appropriately and resolved to your satisfaction.