Complaints Procedure

Fast Forward Marketing (PTY) LTD (“Fast Forward”) is committed to providing a positive user experience and addressing any concerns or complaints promptly and effectively. This Complaints Procedure outlines the steps you can take to submit a complaint and how we handle and resolve complaints.

Submitting a Complaint

If you have a complaint about our services or any aspect of your experience with Fast Forward, you can submit your complaint by following these steps:

• Contact Support: You can contact our customer support team via email at info@ffrwd.co.za or through the telephone number on our website.
• Provide Details: Clearly explain the nature of your complaint and provide any relevant information, such as your contact details and any screenshots or documentation that support your complaint.
• Reference: Please reference “Complaint” in the subject line or body of your communication to ensure that your message is directed to the appropriate team.

Acknowledgement of Complaint

Upon receiving your complaint, we will acknowledge receipt within 24 hours and provide you with a reference number for your complaint.

Investigation and Resolution

We will promptly investigate your complaint and endeavor to resolve it as quickly as possible. Our investigation process may involve:

• Gathering additional information related to your complaint.
• Reviewing relevant records, logs, or data.
• Consulting with relevant stakeholders or departments within SmartAss.
• Providing updates on the progress of the investigation, if necessary.
• Determining an appropriate resolution based on our findings.

Communication of Resolution

Once we have completed our investigation, we will communicate our findings and proposed resolution to you. This communication may include:

• Explanation: A clear explanation of our findings and the actions taken to address your complaint.
• Resolution: Details of any actions taken to resolve your complaint or any proposed solutions.
• Next Steps: Guidance on any further steps required from you or any follow-up actions to be taken by SmartAss.

Escalation

If you are not satisfied with the resolution provided, you may request further escalation of your complaint. Please indicate your request for escalation, and we will review your complaint at a higher level within our organization.

Record Keeping

We will maintain records of all complaints received, including details of the complaint, investigation process, resolution, and any actions taken.

Endorsement

This Complaints Procedure is endorsed by Smartech.

Contact Us

If you have any questions or concerns about this Complaints Procedure or need assistance with submitting a complaint, please contact us at info@ffrwd.co.za

Endorsed by Fast Forward Marketing (PTY) LTD.