Complaint Procedure

At Karepack Ltd, we strive to provide excellent service and meet the needs of our valued customers. However, we understand that there may be times when you may have a complaint or concern. We take all feedback seriously and are committed to resolving any issues promptly and fairly. To ensure that your complaint is handled effectively, we have established the following complaints process:

1.Lodging a complaint:

  • You can lodge a complaint by sending us an email to
  • When filing a complaint, please provide us with as much detail as possible, including your contact information, the nature of the complaint, and any relevant supporting documents.


  • Once we receive your complaint, we will promptly acknowledge its receipt in writing.

3.Investigation and Resolution:

  • Our dedicated complaints team will thoroughly investigate the matter by gathering all relevant information and speaking with any parties involved.We aim to resolve all complaints within four working
  • days, but more complex issues may require additional time. If this is the case, we will keep you informed of the progress and provide regular updates.


  • We will maintain open lines of communication throughout the complaint handling process, providing updates on the progress and any actions taken to address the issue.
  • If we require further information from you during the investigation, we will reach out to you promptly.

5.Resolution and Feedback:

  • Once we have completed our investigation, we will provide you with our findings and proposed resolution.
  • If you are satisfied with the resolution, we will close the complaint. However, if you are not satisfied, we will work with you to find an alternative solution.


  • If, after following the steps above, you feel that your complaint has not been adequately addressed, you can escalate it to a higher level of management within Karepack Ltd.
  • We will provide you with the necessary contact details for escalation, ensuring that your complaint receives further attention.