Lupa Complaints Procedure.

Complaints Procedure

Introduction

The purpose of the Lupa Complaints Procedure is to give Lupa users easy and straightforward avenues to make complaints, disclose concerns and share feedback.

We want to ensure that customers are confident their complaints are listened to, acknowledged, and are being considered when moving forward as a business.

If you have a complaint

If you have a complaint, please email our COmmunity Lead, Conor Stone, at conor@wearelupa.com with details of your issues, your name, your user email, and what you would like Lupa to do to alleviate the issue.

Process for managing complaints

Upon receipt of a complaint, Lupa commits to:

• Acknowledge the customer. In-person, listen to them without interrupting. In writing/email/review, read in detail and recognize their full message.

• Apologize to the customer whilst remaining polite, calm, and professional.

• Summarise the complaint back to the customer letting them know you understand their frustration.

• Solve the problem as quickly as possible by explaining the corrective action you will take.

• Check with the customer to ensure they are satisfied with the outcome.

• Thank the customer for their understanding and patience.

• Record the complaint internally, if given permission by the customer