Sesame Online strives to always provide an enjoyable experience and timely customer service of the highest quality. Despite our efforts, if there is an event where we could not meet your expectations, please inform us as soon as possible, in order for us to resolve your issue in a prompt and fair manner.
In the rare occasion where our customer service representatives could not provide you with a satisfactory resolution of your issue or query, related to our services, you as our valued customer, have the right for your complaint to be escalated to a senior member of staff who will investigate the case independently and provide you with a final decision.
Filing a complaint
Should you choose to file a complaint, you can do so via online chat, email, or phone.
In order to resolve your complaint in a timely manner, it is important for you to provide us as much information as possible, including:
- Full names
- Mobile phone number
- Details of and circumstances surrounding your complaint.
What are we going to do?
When received, your complaint will be assigned to a customer service representative, who will investigate and offer a resolution.
If you are not satisfied with the answer received, you can request your case to be escalated to the Manager of the Customer Support Team. The latter will investigate your case thoroughly and carefully and all its surrounding circumstances. The Complaints-Handling Officer will send a final response of your complaint within 14 days of its submission date. The final response covers the official position of Sesame Online over your concerns and requests.
If you are not satisfied with the above-metioned final decision, you can further escalate your complaint to a relevant authority, body, or institution which will investigate your case as an independent party. Depending on the nature of your complaint, please consider the following authorities:
- For complaints of any other nature, you can contact our regulator - the NRA.