1. Introduction
At Lantern SSL, we are committed to delivering exceptional customer service and ensuring that our clients’ concerns are addressed promptly and effectively. This policy outlines our approach to handling complaints related to our services, particularly those associated with the MyLanternApp platform
.
2. Purpose
The purpose of this policy is to:
- Provide a clear framework for managing customer complaints.
- Ensure complaints are handled fairly, consistently, and promptly.
- Enhance customer satisfaction and trust in our services.
3. Scope
This policy applies to all complaints received from clients concerning:
- The MyLanternApp platform and its functionalities.
- Customer service interactions.
- Financial transactions and fund management services provided by Lantern SSL.
4. Definition of a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about the provision of, or failure to provide, a financial service by Lantern SSL.
5. Complaint Submission Channels
Clients can submit complaints through the following channels:
- Email: help@mylanternapp.com
- In-App Support: Via the “help” section in MyLanternApp.
- Telephone: +234 9136739616
- Postal Mail: Customer Service Department, Lantern SSL, [9, Abbey Street, Ozuoba, PH]
6. Complaint Handling Procedure
6.1 Acknowledgment
Upon receipt of a complaint, we will:
- Acknowledge the complaint within 2 working days.
- Provide the complainant with the name and contact details of the staff member handling the complaint.
6.2 Investigation
The assigned staff member will:
- Investigate the complaint impartially and thoroughly.
- Maintain communication with the complainant throughout the process.
6.3 Resolution
We aim to resolve complaints within 15 working days. If more time is required, we will inform the complainant of the delay and provide regular updates.
6.4 Final Response
Once the investigation is complete, we will:
- Provide a written response detailing the outcome of the investigation.
- Offer appropriate redress if the complaint is upheld.
- Inform the complainant of their right to escalate the complaint if dissatisfied with the outcome.
7. Escalation Process
If a complainant is not satisfied with the resolution provided, they may escalate the complaint to:
- Head of Customer Service: chinedu@lssl.ng
- Chief Compliance Officer: adekola@lssl.ng
Further, if the issue remains unresolved, the complainant has the right to contact the appropriate financial regulatory authority in Nigeria.
8. Record Keeping
All complaints and related correspondence will be documented and retained for a minimum of 5 years. This includes:
- Details of the complaint.
- Steps taken during the investigation.
- Final resolution provided.
9. Continuous Improvement
Lantern SSL is dedicated to continuous improvement. We will:
- Regularly review complaint data to identify trends.
- Implement changes to prevent recurrence of common issues.
- Train staff to enhance customer service and complaint handling skills.
10. Accessibility
This policy is available:
- On our website: mylanternapp.com/policy
- Within the MyLanternApp under the “help” section.
- Upon request via email or postal mail.
By adhering to this policy, Lantern SSL aims to uphold the highest standards of customer service and ensure that all client concerns are addressed effectively and efficiently.