• How to Complain: Users can submit complaints via email, phone, or through the TUMA app.
• Information Required: When submitting a complaint, please provide your name, contact information, account details, and a detailed description of the issue.

• We will acknowledge receipt of your complaint within two business days.
• You will receive a reference number for your complaint for tracking purposes.

• Investigation: We will investigate your complaint thoroughly and impartially.
• Resolution: We aim to resolve complaints within 15 business days. If more time is needed, we will inform you of the delay and provide an estimated resolution date.

• Notification: We will notify you of the outcome of your complaint and any actions taken to resolve the issue.
• Escalation: If you are not satisfied with the resolution, you can escalate the complaint to our senior management or an independent external body.

We maintain records of all complaints and their resolutions for a period of five years. These records are reviewed regularly to improve our Service.

We use feedback from complaints to enhance our service and address any systemic issues.

If you have any questions or need further assistance with a complaint, please contact our customer support team atsupport@tuma.com