Complaint & Appeal Procedure
At Tove Leeds, we are committed to maintaining the highest standards of service quality and customer satisfaction. We welcome feedback, complaints, and appeals as they help us identify areas for improvement and strengthen our commitment to excellence. This procedure outlines how we handle and resolve complaints and appeals promptly and fairly.
Our Commitment
How to File a Complaint
We accept complaints and appeals through any convenient channel:
Email: info@toveleeds.com
Phone: +966 56 353 9517
Written: Mail to First Floor, 6507 Umm al Hammam Road, (Near Hyper Panda) Riyadh 12321, KSA
Verbal: Speak with any staff member
Information Required
To help us process your complaint efficiently, please provide the following details:
Required Information:
Your Company Name
Your Full Name and Title
Complete Mailing Address
Email Address
Contact Phone Number
Detailed Description of the Complaint
Reference Number (if applicable)
Date of Service/Incident
Supporting Documentation (if available)
Complaint Form:
You can submit your complaint using our online form or by providing the above information through your preferred contact method.
Resolution Timeline
Target Closure: 7 working days from receipt of complaint
Complex Cases: May require extended investigation (we’ll keep you informed)
Urgent Issues: Expedited handling available—contact us directly
Appeal Process
If you are unsatisfied with our initial resolution, you have the right to appeal within 10 working days of receiving our response.
To Appeal:
Submit written appeal with detailed explanation
Reference the original complaint number
Send to: [Management Email/Address]
Appeals are reviewed by senior management
Final decision provided within 7 working days
Complaints and appeals drive our continuous improvement efforts. Trends are analyzed, corrective actions are implemented, and the effectiveness of improvements is monitored to prevent recurrence.