Complaints Policy

Opium Works Ltd (“we”, “us”, or “our”) is committed to providing high-quality services and maintaining strong relationships with our clients and stakeholders. We take complaints seriously and view them as an opportunity to improve our services. This Complaints Policy outlines how you can raise a concern and how we will handle it.

What Constitutes a Complaint

A complaint is any expression of dissatisfaction regarding our services, website, communications, or conduct, whether justified or not, that requires a response or resolution.

How to Submit a Complaint

Complaints can be submitted in writing via email or post using the contact details provided below. Please include as much detail as possible, including your name, contact information, and a clear description of the issue.

Acknowledgement of Complaints

We will acknowledge receipt of your complaint within a reasonable timeframe, typically within five business days. This acknowledgement will confirm that your complaint is being reviewed.

Investigation Process

We will review your complaint fairly, consistently, and promptly. This may involve gathering relevant information, reviewing documentation, and communicating with relevant parties. We aim to complete our investigation within a reasonable timeframe, depending on the complexity of the issue.

Response and Resolution

Once our investigation is complete, we will provide you with a response outlining our findings and any actions we propose to take. Where appropriate, we will seek to resolve the matter in a fair and reasonable manner.

Escalation

If you are not satisfied with the outcome of your complaint, you may request that the matter be reviewed internally by a senior member of the team. We will conduct a further review and provide a final response.

Confidentiality

All complaints will be handled confidentially and in accordance with applicable data protection laws. Information provided will only be used for the purpose of investigating and resolving the complaint.

Continuous Improvement

We record and monitor complaints to identify patterns and areas for improvement. Feedback from complaints helps us enhance our services and prevent similar issues in the future.

Contact Us

If you wish to submit a complaint or have any questions about this policy, please contact us at:

Opium Works Ltd
8 Michael Karaoli, Anemomylos Building, 3rd Floor
Nicosia 1095
Cyprus

Email: info@opiumworks.com