Customer Complaint Management

Importance of Customer Feedback Understanding customer expectations is vital, and all Tanchem Construction Chemicals employees share equal responsibility in collecting and recording customer feedback.

Contact

Customers can submit their feedback through the following channels:

- Customer Satisfaction Suggestion & Complaint Form on our website

– Email: info@tanchem.com.tr

- Customer Satisfaction Surveys (distributors, distributor employees, applicators)

- Fax or in-person meetings

Complaints not directed to Tanchem employees will not be accepted or processed.

Complaint Receipt and Evaluation

All customer feedback is logged, and an acknowledgment is sent to the customer within 2 business days via the appropriate communication method (email, phone, SMS, etc.).

High-Priority Complaints Include:

- Complaints from corporate clients or related to project work

- Issues that could halt the customer’s application process

- Situations that may harm corporate reputation

- Repeated negative feedback from the same customer

If necessary, additional information (photos, product samples, invoices, delivery notes, etc.) is requested, and on-site inspections may be conducted to investigate the complaint (application method, surface condition, etc.).

Customers are informed via email about the investigation progress, including ongoing tests, analyses, and estimated completion time.

Product quality control tests are conducted, and application errors are checked to determine whether the complaint is justified. A resolution is communicated to the customer, and mutual agreement is reached.

The complaint outcome is documented in writing, delivered to the customer, and confirmed that the issue has been resolved.

We provide services only within legally and ethically appropriate areas and strive to fulfill all commitments. Our management philosophy, which embraces innovation and sustainable excellence, is the foundation of our sectoral distinction, success, and leadership. Quality is the most important value of our company, as it represents a philosophy of ethics for us.

Compensation and Terms

Customers have the right to receive updates regarding their complaint.

- If the customer is at fault, they are informed of the causes and consequences, and solutions are suggested.

- If Tanchem Construction Chemicals is at fault, the source of the issue (product or service) is identified, and compensation is provided.

Confidentiality Statement

Tanchem Construction Chemicals commits to:

- Using the customer database to manage and improve its processes, relationships, and service quality.

- Keeping customer feedback confidential.

- Not sharing any information with third parties except as legally required.

- Informing customers before sharing information in cases required by law.