Legal

Complaints & Customer Support

We want to know if something has gone wrong, so we can put it right. Here's how to raise a complaint and what to expect from us.

Last updated: [Insert date]

How to submit a complaint

You can submit a complaint to DAAT Limited by:

Email: info.daatech@gmail.com
Phone: +265 999 979 169
In person or by post: DAAT Limited, Lilongwe, Malawi

Information to include

To help us look into your complaint quickly, please include:

Your full name and contact details
Your application, account or reference number, if you have one
A description of what happened and when
What outcome you're looking for

Complaint acknowledgement

We will acknowledge receipt of your complaint within [insert number] business days.

Investigation and response process

We will investigate your complaint, which may involve reviewing your application, account or verification records, and speaking with relevant staff. We aim to provide a full response within [insert number] business days. If we need more time, we will let you know and explain why.

Escalation process

If you're not satisfied with our response, you can ask for your complaint to be reviewed by a more senior member of staff by replying to our response or contacting us again with your original reference details.

Further escalation to the appropriate regulatory authority

If you remain unsatisfied after our internal escalation process, you may be entitled to refer your complaint to the appropriate regulatory authority in Malawi responsible for financial or data protection matters, where applicable. [Insert the name and contact details of the relevant regulator(s) once confirmed.]