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Communication and Conduct Policy

Communication and Conduct Policy


At Bakkalim UK LIMITED, we prioritize transparency, professionalism, and respect in all communications with our customers. This policy outlines the rules and expectations for interactions between the company and its customers or their representatives, ensuring the protection of both parties’ rights.

1. General Communication Rules

1.1. Official Languages:

  • The language used during the order process (Turkish or English) will be maintained throughout all communications.
  • Representatives must communicate in the language of the person they represent.

1.2. Professional Communication:

  • All customer service staff will maintain a respectful and professional tone in all interactions.
  • Customers and representatives are expected to uphold the same standards.

1.3. Preference for Written Communication:

  • The company encourages the use of written communication platforms (email, WhatsApp) to ensure a record of all exchanges.
  • Phone calls are limited to informational purposes or quick resolutions.

2. Rules for Customer Conduct

2.1. Addressing Negative Behavior:

  • Communication may be terminated in cases of threats, abusive language, or manipulative behavior.
  • Such actions may lead to legal proceedings if deemed necessary.

2.2. Misuse:

  • Fraudulent or unjustified complaints will result in the suspension of all rights for the customer.
  • Misleading or false statements may warrant legal action.

3. Company Standards of Conduct

3.1. Customer Satisfaction Focus:

  • All staff aim to provide prompt, solution-oriented, and professional responses to customer inquiries.

3.2. Respect and Understanding:

  • Staff treat every customer equally and with respect.
  • Cultural and linguistic differences are honored and respected.

3.3. Complaint Handling:

  • All complaints are recorded and thoroughly investigated to ensure a fair resolution.

4. Communication with Representatives

4.1. Language Compliance:

  • Representatives must use the language of the customer they represent.

4.2. Authorization:

  • Representatives must provide written confirmation of their authority to act on behalf of the customer.

4.3. Responsibilities:

  • Representatives are responsible for accurately relaying company messages to the person they represent.

5. Official Communication and Binding Nature

5.1. Official Communication Channels:

  • The company communicates via written channels (email, WhatsApp), and these records are maintained.

5.2. Binding Communication:

  • All legally binding and official correspondence is conducted exclusively via physical mail.
  • Communications on digital platforms are for informational purposes only and are not legally binding.

5.3. Prevention of Misuse:

  • In cases of manipulation of digital communication, only physical correspondence will be considered valid evidence.

6. Policy Updates and Complaints

6.1. Policy Updates:
This policy is reviewed regularly and the most up-to-date version is deemed valid.

6.2. Complaints and Requests:
For any complaints or requests, please contact us via the following channels: