Complaints Procedure

At Magiclead SAS, we are committed to delivering high-quality service and adhering to the highest standards of integrity. However, we acknowledge that there may be instances where we do not meet your expectations. This Complaints Procedure is designed to provide a clear and transparent process to address any concerns or complaints promptly and effectively.

1. How to File a Complaint

If you wish to submit a complaint, please follow the steps outlined below to ensure efficient handling:

1.1 Contact Us

You may file your complaint through the following channels:

  • Email: Send your complaint to complaints@magiclead.io
  • Phone: Call us at +33 6 17 12 54 28
  • Mail: Write to us at:
    Magiclead SAS
    13 avenue de Toulouse
    34070 Montpellier
    France

1.2 Provide Essential Information

To facilitate the processing of your complaint, please include the following details:

  • A clear and detailed description of the issue you encountered.
  • Your full contact details (name, email address, and phone number) so we can reach you for any additional information if necessary.

2. Acknowledgment of Receipt

We will acknowledge receipt of your complaint within 5 business days of receiving it. You will receive a confirmation via email or mail, informing you that your complaint is being investigated.

3. Investigation and Resolution

Our team will conduct a thorough investigation into the matter raised in your complaint. We may contact you to request further clarification or additional information during this process.

4. Resolution Timeframe

We aim to resolve all complaints within 15 business days from the date of receipt. Once our investigation is complete, we will inform you of the outcome and any actions taken to address the issue.

If additional time is required to finalize our investigation, we will keep you informed of the progress and provide an updated resolution timeframe.

5. Escalation Process

If you are not satisfied with the resolution provided, you may escalate your complaint to a higher authority within the company. Please contact:

6. Feedback and Suggestions

We highly value your feedback, as it helps us continually improve our services. If you have any suggestions regarding how we can enhance our complaint-handling process, please feel free to share them with us.

7. Contact Information

If you have any questions about this Complaints Procedure, please do not hesitate to contact us:

  • Email: complaints@magiclead.io
  • Phone: +33 6 17 12 54 28
  • Mail: Magiclead SAS, 13 avenue de Toulouse, 34070 Montpellier, France.

We appreciate your patience and understanding as we work to resolve your complaint.

Thank you for helping us improve our services.