Corporate
Complaints Policy
(01) — How We Respond
Every message becomes a lasting solution — that is the whole of the policy, and we mean it literally.
We record and carefully review every piece of feedback our customers share with us — whether written or verbal, and whether it is a suggestion, a request or a complaint. Nothing is filtered out on the way up, and nothing is closed without an answer.
We make every effort to deliver a lasting resolution, in full compliance with the consumer laws and regulations of every market in which we operate. Where a market sets a higher standard than our own, that higher standard is the one we apply.
A complaint tells us something a satisfied guest never will. Handled properly, it is the shortest route we have to improving the service itself — which is why every resolution is fed back into the process that caused it.
(02) — What Happens Next
Four steps, every time.
- 01
Recorded
Every suggestion, request and complaint is logged the moment it arrives — written or spoken, in any of the markets we operate in.
- 02
Reviewed
The relevant team examines it against the consumer laws and regulations of the market it came from, and against our own standard where ours is stricter.
- 03
Resolved
We answer with a lasting solution rather than a holding reply, and we say what changed as a result.
- 04
Fed back
The resolution returns to the process that caused the problem, so the same complaint does not need to be made twice.
(03) — Careers
Build a career where quality is a way of life.
At Divenire Group we meet our clients' expectations at the highest level by developing motivated, success-driven people through continuous training.
Apply Now ↗(04) — Contact
Every message becomes a lasting solution.
We evaluate every suggestion, request and complaint within the framework of consumer laws and regulations — and make every effort to provide lasting solutions.
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