As a pioneer and leader company in its sector, we are committed to fulfilling customer requests and demands in an open, transparent, fast, reliable and customer-oriented manner.

We always handle customer requests and demands with our understanding of providing quality and fast service. We examine every complaint we receive from our customers objectively and quickly and offer solutions. Until all internal and external solutions are exhausted and our customers are satisfied, we monitor complaints, analyze and meet customer expectations with continuous improvement.

We provide environments where all our stakeholders (Customers, Employees, Suppliers, Shareholders, Society and Legal Institutions) can express themselves and constantly improve themselves by supporting their participation, sharing and creativity.

We take into account legal and regulatory requirements and customer expectations while creating the policies and objectives of the process of handling requests and requests. We regularly review the customer complaint management process and existing systems in order to identify areas for improvement and increase efficiency, report their effectiveness and implement permanent solutions in our systems and processes by constantly improving them.

The purpose of the Flokser complaint management process is to evaluate the complaints communicated to us through all our interaction channels as quickly as possible according to the company’s written rules and procedures, and to manage by increasing our product and service quality within the framework of a fair, impartial, standard approach and customer satisfaction.

In line with our ISO 10002 Goals, the customer complaint handling and closing process is as follows:

Receipt of Complaint and Preliminary Review: 2 WORKING DAYS

Complaint Evaluation: 4 WORKING DAYS

Complaint Finalization: 1 WORKING DAY

Submission of Complaints

It is possible for our customers to reach us through various interaction channels.

Complaints;

* It can be submitted by logging in via the “Complaint Entry” screen in the “Customer Services” section on our website.

* It can be sent to us via the e-mail address of customer.hizmetleri@floksertekstil.com.tr.

* It can be communicated through our customer representatives or technical support team.

Complaint notifications made from the “Complaint Entry” screen on the website is the recommended and fast method.

Even if the complaints reach us through different interaction channels, they are collected in a single pool and finalized by a single center. Flokser has established the necessary infrastructure in all channels for the transmission and recording of complaints and is constantly improving it.

Registration

All customer complaints are recorded and evaluated in accordance with Flokser procedures and our complaint handling process. Our customers are informed via SMS that the complaints are recorded. The complaint tracking number and password are sent to the customer via SMS.

Our customer can follow up the complaint status through the “Customer Services / Complaint Tracking” menu on the www.floksertekstil.com.tr website by logging in with this number and password notified to him via SMS. The complaint is notified to the customer with the status of “Complaint Received”.

musteri.hizmetleri@floksertekstil.com.tr.

Complaint Evaluation

Complaints are resolved by our expert customer representatives in our Customer Service Center and by our technical officials in our factories.

Our aim is to correctly evaluate and resolve complaints at the first time.

Complaints delivered to our customer service center are classified according to the complaint categories and forwarded to the relevant departments according to the nature of the product/service. Complaints are information, documents, samples, photographs, etc. obtained from the customer or authorities. materials are evaluated, and the appropriate solution proposal and complaint outcome decision is clarified by taking into account the customer expectations.

The complaint at this stage is notified to the customer with the status of “In Evaluation”.

Complaint Finalization

It is our company’s first priority to resolve customer complaints as quickly as possible. Every customer complaint is evaluated and concluded with maximum care and attention, in a fair, impartial and standardized manner according to our complaint management processes. The result of the complaint is sent to the customer by the Customer Services Center via SMS. The customer can access the final report of the complaint and detailed information on the complaint tracking screen on the Flokser website. The complaint at this stage is notified to the customer with the status of “Concluded”.

Reconciliation with the Customer

Approval is obtained from the customer through the website regarding the complaint result decision, which is notified to the customer. If the customer approves the final decision notified to him, the complaint status is recorded as “Closed” and the complaint is terminated.

If the customer does not approve of the final decision, the complaint is processed and evaluated for the second time in order to search for alternative solutions. At the end of the process, customer alternative solutions and results