Complaints & Feedback

How to raise a complaint

Please email us at contact@dnasecurity.com.vn with the subject line “Complaint”. To help us respond quickly, please include:

• your organisation’s name and the related contract or project reference;
• a clear description of the issue and any relevant dates;
• the outcome you are seeking.

How we handle your complaint

1. Acknowledgement: We acknowledge your complaint in writing within three (3) business days of receipt.
2. Review: A responsible member of our team, independent of the work concerned wherever possible, reviews the matter objectively.
3. Resolution: We aim to provide a full response within fifteen (15) business days. If the matter is complex and needs more time, we will tell you and agree a revised timeframe.
4. Escalation: If you are not satisfied with the outcome, you may request escalation to our Managing Director, whose decision will be communicated to you in writing.

Confidentiality

All complaints are handled confidentially. Any client information involved is protected under our non-disclosure obligations and data-protection commitments, and is used solely to investigate and resolve the matter.

Records and improvement

We keep a record of all complaints and their resolution so we can monitor trends and continuously improve the quality of our services.

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