Complaint Policy

Total Eclipse seeks to maintain and enhance our reputation of providing you with high quality services under the laws and regulations of the Republic of Botswana.

Total Eclipse is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaints as quickly as possible.

This policy has been designed to provide guidance to both our customers and staff on the manner in which Total Eclipse receives and manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint.

The objectives of this policy is to ensure:

• You are aware of our complaint lodging and handling process
• Both you and our staff understand our complaints handling process
• Your complaint is investigated impartially with a balanced view of all information or evidence
• We take reasonable steps to actively protect your personal information
• Your complaint is considered on its merits taking into account individual circumstances and needs

Procedure

Clients may submit their written complaint through one of the following:

• Written letter delivered to Plot 145, Lakeview,Gaborone International Finance Park, Gaborone, Botswana
• mail info@totaleclipse.biz

Kindly note that the following information is needed to ensure resolution and feedback

• name, surname and contact details 
• complete description of complaint
• all documents and evidence supporting complaint
• preferred means of communication for feedback regarding complaint

Process

As soon as the complaint has been lodged, we will send the acknowledgement receipt via the chosen method of feedback. The length of time it takes to receive the acknowledgement is determined by the method of feedback chosen. We will then investigate the complaint through the study of documents or evidence provided. If necessary, we will conduct interviews of persons involved and consultations with all relevant stakeholders depending on the nature of the complaint. The firm intends to resolve received complaints satisfactorily within the minimum of 10 working days.