Complaints Procedure

1. Introduction

This process supports customers across critical manufacturing environments where responsiveness, traceability and clear communication are essential. Our customer complaints process is designed to ensure that all concerns are handled consistently, professionally and with full accountability.

This document defines how Sucatec Pte Ltd receives, manages and resolves customer complaints. By submitting a complaint, the complainant agrees to the process outlined in this procedure.

2. Complaints Handling Process

• Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
• Investigation: Your complaint will be reviewed and investigated by the relevant team.
• Resolution: We aim to provide a full response and resolution within 7–14 business days.
• Escalation: If you are not satisfied with the outcome, you may request a further review by a senior manager.

Our complaint handling policy ensures that each complaint is logged, tracked and reviewed as part of our internal quality processes. Where required, corrective and preventive actions are implemented to prevent recurrence and improve overall service performance.

3. Submit Your Complaint

Please complete the form below to submit your complaint:

Complaints form

First name * Last name * Email * Phone * Company name * Preferred contact methodSelectEmailPhoneNo preference Nature of complaint *SelectProduct issueService issueDelivery issueBilling/Payment issue Date of issue * Example: 01-Apr-2026 Detailed description of complaint * What outcome are you seeking? * Upload supporting documents I consent to the processing of my data in accordance with Sucatec Pte Ltd’s Privacy Policy. * I confirm that the information provided is accurate and complete to the best of my knowledge. * Submit

4. Scope of Complaints

This process applies to all products and services supplied by Sucatec Pte Ltd, including ESD products, cleanroom consumables, packaging materials and associated services.

Complaints may relate to product quality, documentation, delivery performance or service-related issues. All complaints are assessed based on available information, contractual requirements and applicable product specifications. Where relevant, supplier input may be required as part of the investigation process.

5. Monitoring and Review

• We regularly review complaints to improve our processes and service quality.
• Feedback is used constructively to identify trends and areas for improvement.
• This policy is reviewed periodically and updated to reflect current best practices and regulations.

Complaint handling practices may align with recognised quality frameworks such as ISO 9001.

6. Privacy Assurance

All complaints are handled in accordance with our Privacy Policy and aligned with our Compliance Policy and Quality Policy.

This Complaints Procedure is reviewed periodically and updated to reflect current customer support, quality management and company practices.

Last updated April 2026