ISO 10002 POLICY

CUSTOMER SATISFACTION – COMPLAINTS HANDLING

On this journey, which we set out on at DeFacto to bring a fresh perspective to Turkish fashion and to bring our brand-new, high-quality and original designs to consumers in dozens of countries around the world, we have achieved very important work and successes. Our priority has always been to make luxury accessible for happiness and to make customers fall in love with our brand.

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

When handling customer complaints, we act with all our employees, at all our locations, with an approach of providing open, transparent, impartial, confidential and reassuring, fast and high-quality products and services.

Within the scope of the ISO 10002 Complaints Handling Management System implemented at DeFacto, our organization’s priorities are as follows:

· To evaluate every complaint received from our customers objectively, impartially, fairly and confidentially, in full compliance with legal regulations and taking our financial, operational and corporate requirements into account, and to offer customer-focused solutions,

· To inform our customer about the status of their complaint at every step of the complaint handling process,· To maintain the continuity of the communication infrastructure needed for customers to easily convey their needs and expectations, and thereby to ensure accessibility and resolution at the first attempt without customers needing to turn to channels outside DeFacto,

· To share customer satisfaction with complaint handling practices and the results of complaint evaluations with all relevant units, to evaluate them from the perspective of top management, and to ensure they are reviewed regularly,
· To continuously improve the system by making permanent the actions taken in line with customers’ requests, expectations, complaints and suggestions.

CEO

STEPS FOR HANDLING A REQUEST, SUGGESTION OR COMPLAINT