What happens once I file a complaint?
Upon receiving your complaint, Nebeus will acknowledge it and conduct an impartial investigation. If the complaint doesn't have enough information to be investigated, we will only start the resolution timeframe once we have all the information required.
How long does it take to resolve a complaint?
We aim to resolve as soon as possible but can take up to 15 business days. Exceptional circumstances may extend this period up to 35 business days.
How long does Nebeus keep records of complaints?
We retain records of complaints and their resolutions for three years.
What if I'm not sure if my concern qualifies as a complaint?
If you have any doubts, it's better to reach out to us. We will treat your inquiry seriously and provide guidance.
Are there any fees associated with filing a complaint?
No, filing a complaint is free of charge for our clients.
What should I do if my complaint is unresolved after 15 business days?
If your complaint remains unresolved, we will send you a holding letter with an expected resolution date within 35 business days.
What if I'm not satisfied with the final response to my complaint?
If you're dissatisfied with our response, you have options, including referring the complaint to an alternative dispute resolution entity.
We hope this guide and FAQs have provided you with a comprehensive understanding of how we handle complaints at Nebeus. Your satisfaction is our utmost priority, and we are here to ensure that your concerns are addressed promptly and fairly. If you have further questions or require assistance, please do not hesitate to contact us. Your feedback is invaluable, and we remain dedicated to delivering exceptional service.