Complaint Procedures
How to Provide Feedback or Log a Complaint
The Company is committed to providing a high standard of service delivery to all Clients to ensure that their experience with us is valuable and pleasant. The Company aims to deal with feedback and complaints promptly, competently, and impartially.
Channels to be used to provide feedback or log a complaint:
Email – complaints@leadsolutionss.com
Phone Call (including audio message) to any member of staff registered with the company/work mobile number and/or any registered company landline number as per the staff/company contact sheet.
Written Letter – via courier or registered post to either:
- Lead Solution, Workshop17, Unity Building, The Precinct, M2 Junction, B11 Fond du Sac Road, Grand Baie
- Lead Solution, H21 Home Scene Building, Healthscape, Circle Square Retail Park, Forbach 31001, Mauritius
Written SMS or WhatsApp message to any member of staff registered with the company/work mobile number and/or any registered company landline number as per the staff/company contact sheet.
In-Person to a member of Lead Solution Staff (at our Mauritius service office)
How soon can a Client expect a response?
The Company will:
- Acknowledge the feedback/complaint within three (3) working days of having received it.
- Endeavour to address the feedback or resolve the complaint and, where applicable, provide the Client with a written resolution containing the final decision of the Company within thirty (30) working days of having received it.
- Should it take longer to resolve due to its complexity, the Company will keep the Client informed of the status of the complaint until it is resolved.
What if the Client is still not satisfied with the final resolution or has not received a reply within 30 days of filing a complaint?
The Client may refer the matter in writing to the Company’s regulator: The Financial Services Commission of Mauritius, or via the online complaints form available on the FSC website:
https://www.fscmauritius.org/en/consumer-protection/complaints-handling/complaints-form
