Complaints Procedure

Last Updated: May 12, 2025

Cha-Ching Ads is committed to providing a high-quality service. We value your feedback and take all complaints seriously. This procedure outlines how you can make a complaint and how we will handle it.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please let us know as soon as possible. You can make a complaint by:

Please include the following information in your complaint:

Our Complaints Handling Process

  1. Acknowledgement: We will acknowledge receipt of your complaint within 3 business days.
  2. Investigation: We will thoroughly investigate your complaint. This may involve reviewing your account, speaking with relevant team members, and examining any evidence provided. We aim to complete our investigation within 15 business days. If we need more time, we will inform you of the delay and the reason.
  3. Response: Once our investigation is complete, we will provide you with a written response. This response will outline our findings, any action we have taken or propose to take, and our reasons for the decision.
  4. Escalation: If you are not satisfied with our response, you may request a further review by a senior manager. Please explain why you are dissatisfied with the initial response. The senior manager will review your complaint and our initial findings and provide a final response within 10 business days.

Confidentiality

All complaints will be handled with the utmost confidentiality, in accordance with our Privacy Policy.

External Resolution

If, after following our internal complaints procedure, you are still not satisfied, you may have the right to refer your complaint to an external dispute resolution scheme or a relevant regulatory body, depending on the nature of your complaint and your jurisdiction.

Contact Us

If you have any questions about this Complaints Procedure, please contact us at contact@chachingads.com.