Complaint Handling Process
A complaint is a key 'moment of truth' between FTLife and customer – an opportunity to improve the customer relationship and demonstrate our commitment to getting the basics right.
Customers can submit a complaint via any "direct channel" (mail, email, fax, phone, etc.). All complainants are managed in a prompt, equal, fair and efficient way.
Upon the receipt of complaint, an acknowledgment will be issued to the complainant within 3 working days. Generally, the final reply letter will be issued to the complainant within 30 working days after our investigation. When a final response cannot be provided within the expected time limits, we will inform the complainant about the causes of the delay and indicate when the Company's investigation is likely to be completed.