Customer Complaints & Feedback

We’re Listening - and We Value Your Voice.

At YONO, your feedback helps us serve you better. Whether you have a suggestion, compliment, or concern, we appreciate you taking the time to share your experience with us. Every message we receive is reviewed carefully, and we’re committed to handling all complaints fairly, promptly, and confidentially.

How you can reach us

If you’d like to share feedback or make a complaint, you can contact YONO Support Team through:

We encourage you to include details such as:

Your name
Contact information
Brief description of your feedback or concern
Relevant documents or receipts (so that we can assist you effectively)

Our complaint handling process

We take every complaint seriously and aim to resolve each matter as quickly and fairly as possible. Below is our typical process and time frame:

1. Acknowledgement (within 1 working day)

Once we receive your complaint, we’ll send you a confirmation message (via email or WhatsApp) to acknowledge it.

2. Review & Investigation (within 5 working days)

Our team will review your complaint, gather any necessary information, and investigate the issue thoroughly. If additional time is required, we’ll inform you of the reason and the expected completion date.

3. Resolution & Response (within 20 working days)

We’ll share our findings and resolution with you. If further action or escalation is required, we’ll guide you on the next steps.

4. Follow-Up

We may follow up with you to ensure you’re satisfied with the outcome and to learn how we can continue improving.

Complex or special cases

While we aim to resolve all complaints within our standard timeframe, some cases may require more time or additional information to ensure a fair and thorough review.

Below are examples of situations that may take longer, along with the expected additional timeframes:

Scenario	Reason	Estimated Additional Time
Further information or documents needed from the customer	We may need clarification or supporting details to proceed with the investigation.	+3–5 working days (from the date we receive your response)
Cases involving multiple departments or external partners	Coordination is required across different teams or agencies to verify information and reach an outcome.	+7–10 working days
Technical or system-related issues	Additional testing, verification, or system checks are needed to confirm findings.	+5–7 working days
Regulatory or compliance-related matters	These cases may require internal and external review for approval or documentation.	+10–14 working days

If your case falls into one of these categories, we’ll:

Our goal is always to ensure your concern is handled thoroughly, fairly, and with care, even if it takes a little more time.

Compliments & suggestions

We also love hearing about what we’re doing right! If a member of our team has provided excellent service or you have ideas that could help us improve, please let us know. Positive feedback motivates our team and helps shape a better experience for everyone.

Privacy & confidentiality

Your privacy matters to us. All information shared through this page will be treated as confidential and used solely for the purpose of addressing your feedback or complaint. We do not disclose personal details to third parties without your consent.

Our commitment

At BIPSB, every voice counts. We’re committed to continuous improvement and ensuring that your experience with us is always a positive one.