Complaints Policy

At Banqeta Pty Ltd, we are committed to delivering high-quality service and support to our customers. We understand that, at times, things may not go as expected. If you’re dissatisfied with any part of your experience, we welcome your feedback. Lodging a complaint helps us address your concerns and continuously improve the way we operate.

How to Lodge a Complaint

You can submit a complaint through any of the following methods:

Email: hello@banqeta.com
Email Subject Line: Complaint
Phone: [Insert phone number]
Postal Address: [Insert full business address]

Please include the following information to help us assess and resolve your complaint efficiently:

• Your full name and contact details

• A detailed description of the issue

• Dates or timeframes involved

• Any supporting documentation, if relevant

What Happens Next

Acknowledgement
We will acknowledge receipt of your complaint within 3 business days.

Investigation

All complaints will be reviewed by a staff member not directly involved in the matter raised. We aim to resolve all complaints within 30 business days. If we anticipate a delay, we will inform you of the reason and provide updates throughout the process.

Resolution

Once our investigation is complete, we will contact you with a clear outcome and explanation of any proposed resolution.

Escalation

If you are dissatisfied with the outcome or the way your complaint has been handled, you may request that it be escalated to a senior member of our team for further review.

Your Privacy

All complaints will be handled with strict confidentiality. Personal information will be managed in accordance with our Privacy Policy and used only for the purposes of investigating and resolving your complaint.

Review and Enquiries

This policy is reviewed periodically to ensure it remains appropriate and effective. You may contact us at any time to request an update on the status of your complaint.

For any questions or further assistance, please contact us at hello@banqeta.com.