Speak Up: PronoKal Group’s dedicated complaints channel

In order to guarantee full compliance with the Company principles that guide everything we do at PronoKal Group, in addition to our Code of Conduct, we take this opportunity to make our Complaints Channel (Speak Up) available to all of our employees, suppliers and clients to ensure that a channel exists for the purpose of reporting potential breaches or non-compliance with the aforementioned regulations.

Our complaints channel is open 24 hours a day, 365 days a year, and is managed by an external supplier, guaranteeing the utmost confidentiality and anonymity for complainants at every step of the process, except when we receive their expressed consent to share information.

IMPORTANT! If you want to make a complaint or express dissatisfaction with our products and/or services, you’ll need to do so through our Customer Services Department.

How can I make a complaint?

Speak Up offers two channels for making complaints: an online form and a free telephone complaint hotline.

In both cases, the complainant will be issued with an identification number in order to track the status of their complaint and, if necessary, provide additional information to help resolve the case.

• • • • • ONLINE COMPLAINT FORM
          Fill out the form using the following link: make a complaint here

          To ensure a thoroughly efficient investigation of events, it’s essential that a detailed description of the incident is provided (who, what, when, why) and supporting evidence for these claims (for example, copies of documents, screenshots or names of witnesses) in order for us to confirm and contrast the reported events.

• • • • • TELEPHONE COMPLAINT HOTLINE
          Call 0800-561422 and key in the following access code: 11021.

          Your call will not be answered by an operator and will instead be recorded by an automated voice messaging service that will send your complaint to the person in charge of conducting the full investigation.

At PronoKal Group, we strive to process all complaints as quickly as possible while taking all of the necessary measures for each individual case. Furthermore, we guarantee that the complainant will be duly updated about any evolution in their case.

What happens after a complaint has been made?

Click here to see the different stages of the complaints process.