Feedback from our customers is very important to us. This helps us to improve our work and make it more efficient. We are committed to solving our customers ' problems in a fair, timely, and efficient manner. This Policy describes how we handle the complaints that we receive.
How to file a complaint
If you are a customer of “ELFURS” LTD, please contact us in any convenient way. Contact methods can be found in the "Contacts" section.
Acceptance of the complaint about consideration
Your complaint will be registered in our system and forwarded to a member of the “ELFURS” LTD team, who will handle your issue.
You can be sure that the employee working on the complaint is an experienced member of our team and, where appropriate, is not related to the issue that caused your complaint. It has the right to fully consider your complaint or to transfer it to an employee who has such authority.
Stages of consideration of your complaint
Step 1. The employee assigned to your complaint will confirm its receipt by the method of communication chosen by you within 5 working days.
Step 2. We will thoroughly investigate your complaint and provide you with a response or explanation. We will review your complaint and provide an opinion within 15 business days of receiving your complaint.
In some cases, when we are unable to provide you with a final response within the specified time period, we will contact you to specify the reasons, as well as to inform you of the expected time period for providing a response to the complaint on the merits.
In any case, we will provide a final response to the complaint within 35 business days of receipt.
Step 3. If you are not satisfied with the response you received, please clarify your complaint – if we have not taken into account any circumstances that you consider important.
Step 4. ELFURS LTD will provide you with a final response to your earlier complaint, confirming our conclusion on your complaint and describing our findings.
Registration of complaints
Our Policy is to keep information about each complaint received, as well as the actions are taken to address it. We retain such records for at least 3 years after the date of receipt of the complaint.