We value customer complaints and we consider them as feedback/suggestions for improvement.
Our policy on handling customer complaints is geared towards:

• Answering all telephone calls politely    
• Direcng the customer to the relevant officers or office politely
• Responding to technical and non-technical complaints within 24 hours
• Advising the customer of what acon we will take to right the wrong
• Advising the customer on what part he/she can play to assist in resolving the problem.
• Providing feedback to all customer queries on the issues addressed verbally or in wring
• Treating the customer’s personal informaon in the strictest confidence. In parcular, we will not give any informaon supplied to us to any organizaon without the customer’s consent or unless we are required by the law to do so;
• Enabling customers to examine and authorize changes to all their personal informaon for the purposes of updang the customer database;
• Discussing details of customer service only with themselves or their authorized representave/s

How to Lodge a Complaint

Customers are encouraged to forward complaints, suggestions and compliments to the under mentioned, either in person, by post, telephone, fax or by e-mail. A complaints/suggestion box is maintained at the cash office and receipt will be acknowledged within fifteen days. While complaints will be treated in confidence, complainants are encouraged to identify themselves to lend credence to their complaints

The Managing Director, or The Commercial Manager, or The Technical Manager

P.O. Box 1520-10100 – Sultan Hamud

Staon – Nolwasco Offices

Locaon – Mombasa Road.

Telephone –

E-Mail – info@nolturesh.co.ke

Fax No.2032734

Records of complaints

All complaints shall be recorded at our front offices desk or Switch Board for prompt follow-up and shall also be used for internal performance and processes evaluation and monitoring. The complaints shall also be used for measuring the quality of our service and shall form the basis for revised targets for improvement and benchmarking.