Complaints

1. How to complain

Email info@crestlinegroup.sbs with "Complaint" in the subject. Tell us who you are, what happened, and what you would like us to do. If you have a portal account, you can also raise it with your facilitator.

2. What happens next

• We acknowledge your complaint within 2 business days.
• A senior member of our team who was not involved in the matter investigates it.
• We send you a written response within 15 business days. If we need longer, we explain why and give you a date.
• If we got something wrong, we will say so and tell you what we are doing about it.

3. If you are not satisfied

Tell us, and the complaint will be reviewed by a director. Complaints about how we handle personal data can also be made to the Office of the Data Protection Commissioner (Kenya) or the data protection authority where you live. Contractual disputes are resolved as set out in our Terms of Service.

4. Records

We keep a record of every complaint and its outcome, and review them regularly to improve how we work.