ISO 10002 POLICY

CUSTOMER SATISFACTION - HANDLING COMPLAINTS

As Defacto, we have accomplished many important works and achievements in this journey that we set out to bring a fresh perspective to Turkish fashion and to bring brand new, high quality and original designs to consumers in dozens of countries around the world. Our priority is always to make luxury accessible for happiness and to make customers fall in love with our brand.

In this context, we continuously improve ourselves to ensure the best product and service quality and make every effort to resolve the requests, complaints and suggestions we receive with our competent staff.

While handling customer complaints, we act with the understanding of providing reassuring, fast and high quality products and services in an open, transparent, impartial and confidential manner with all our employees at all our locations.

Within the scope of the ISO 10002 Complaints Handling Management System implemented at Defacto, our priorities for our organization are the following;

- To evaluate each complaint received from our customers in full compliance with legal and regulatory requirements, taking into account our financial, operational and corporate requirements, in an objective, impartial, fair and confidential manner and to provide customer-oriented solutions,

- To inform our customers about the status of their complaints at every step of the complaint handling process, - To ensure the continuity of the communication infrastructure necessary for customers to easily communicate their needs and expectations, thus ensuring first-time accessibility and solution without the need to turn to channels other than Defacto,

- To share customer satisfaction and complaint evaluation results with all relevant units, to evaluate them from the perspective of senior management and to ensure that they are reviewed regularly,
- To continuously improve the system by making the actions taken in line with customers' demands, expectations, complaints and suggestions permanent.

CEO

STEPS FOR HANDLING A REQUEST, SUGGESTION OR COMPLAINT