Complaint Policy and Process

In General Terms Complaint Policy and Process

As UGM, we undertake to resolve customer requests by a clear, quick, net and customer-focused way.
We assess customer requests by our sustainable quality service approach.
We analyze all complaints, come from our customers by customer-focused philosophy and as a result of this analysis offer a solution.Following complaints, requests and recommendations, we apply the parmanent improvements to our system and processes.
By supporting to the participation and creativity of employees, we provide them sustainable medium, in which they can express and continuously improve themselves.
Policy and targets of handling the requests and recommendations are created, we comply with legal and legislation basis conditions and customer expectations and take employees' notification into the consideration.
We work continuously for customer requests of UGM, complaint management process and systems used, determination of areas open for improvement and increase of productivity.

Institutional