In the event of the customer needing to make a complaint, firstly they should call or email email@example.com or use the online form within our contact us page.
In most cases, a complaint is resolved by the person who initially received the complaint. We aim to resolve any issues swiftly and will do so if possible.
If the issue cannot be resolved immediately. the correspondence will be passed to the Duty Manager. On receiving the complaint, the Duty Manager will investigate and to take appropriate action. Complaints should be acknowledged by the manager handling the complaint within 3 working days.
The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a full reply. Ideally complainants should receive a definitive reply within 1 week. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If the complainant feels that the problem has not been satisfactorily resolved at this stage, they can request that the complaint is reviewed by the Customer Service Manager who will review and respond within 2 weeks.