________
COMPLAINTS POLICY
This Policy
This policy explains how:
- you, the customers, can raise a complaint with me about my services; and
- how I will deal with complaints.
I will always aim to provide high-quality services and to provide a high standard of customer care. I recognise however that sometimes I may not get things right and as such, it is important that you can raise any issues or complaints with me.
How to Make a Complaint
If you would like to make a complaint, you can do so via the online contact form on our website.
Information
Please include the following information in your complaint:
- Your full name
- Your contact details (telephone and email)
- The fact that you are raising a complaint
- Any relevant dates and times which are relevant to your complaint
- The type of services I have provided to you
- Any order or reference numbers I have provided to you
- A key summary of the problem or problems you have experienced and why the services were not satisfactory.
What to Expect
Complaints will be received and progressed during my business working hours which are:
________
Acknowledgement
I will acknowledge your complaint within 5 business days.
Investigation
I will then conduct a thorough investigation into your complaint. I may need to contact you in order to obtain further details during my investigation.
Response
I will ordinarily provide a full response to your complaint via email.
Once I have acknowledged your complaint, I will ordinarily provide a full response within 14 business days. Sometimes, my investigation may take longer. If this is the case I will contact you to tell you, and I will provide you with a revised timeframe within which you should expect to receive a response. I will provide regular updates to you thereafter.
I may agree with all or some of your grounds of complaint. If this is the case, I will aim to offer a satisfactory solution to you, which may include:
- A full refund
- A partial refund
- Credit or vouchers
- A discount code for future services
- Provision of the services again
I will offer the solution I judge is most appropriate in the circumstances. The above examples are the usual solutions I may offer, although there may be occasions where I offer a different solution where this is appropriate.
If I do not agree with your complaint, I will provide you with full details to explain why this is the case. If you are unhappy with this, you may wish to progress matters externally (see below).
Other Options
I hope that I will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other avenues.
Ombudsman
The following ombudsman scheme may be able to assist in resolving disputes about my services: ________
If you are not content with my response, you can provide a letter confirming that we have reached a position of deadlock so that your complaint can be considered by the ombudsman. Furthermore, if the complaint has not been resolved or you have not heard from me within 8 weeks, you will also have the right to refer the complaint to the ombudsman.
Following any deadlock letter or after the above period of time has elapsed, you will have a period of ________ months to refer the matter to the ombudsman.
Details about the ombudsman, including further information about the time limits and requirements, can be found on the website of ________.
My Regulator
My services are regulated by: ________
Details about my regulatory body can be found on the ________ website.
You have the option of contacting my regulatory body concerning a complaint about my required standards should you deem this appropriate.
Professional Body
I am a member of: ________
Details about this body can be found on the ________ website.
I adhere to the relevant guidelines and code of conduct prescribed by the above body. You can contact this body about any complaint should you deem this appropriate. This body also offers an Alternative Dispute Resolution scheme, which offers a method of resolving disputes outside of court. Details about this can be found on the ________ website.
Legal Claims
5 82585 588528 5222 2552 58825228 852 82 52828825 52 252 828282 22888882 82828. 8282825, 82 252 822285822 852222 82 52828825 885 522 22 252 58282 2225258, 225 252 8885 22 282582 82258 558882 525/25 2528252 22525 82258 52225828 85885 252 82 585885882 22 225.
Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.
________
COMPLAINTS POLICY
This Policy
This policy explains how:
- you, the customers, can raise a complaint with me about my services; and
- how I will deal with complaints.
I will always aim to provide high-quality services and to provide a high standard of customer care. I recognise however that sometimes I may not get things right and as such, it is important that you can raise any issues or complaints with me.
How to Make a Complaint
If you would like to make a complaint, you can do so via the online contact form on our website.
Information
Please include the following information in your complaint:
- Your full name
- Your contact details (telephone and email)
- The fact that you are raising a complaint
- Any relevant dates and times which are relevant to your complaint
- The type of services I have provided to you
- Any order or reference numbers I have provided to you
- A key summary of the problem or problems you have experienced and why the services were not satisfactory.
What to Expect
Complaints will be received and progressed during my business working hours which are:
________
Acknowledgement
I will acknowledge your complaint within 5 business days.
Investigation
I will then conduct a thorough investigation into your complaint. I may need to contact you in order to obtain further details during my investigation.
Response
I will ordinarily provide a full response to your complaint via email.
Once I have acknowledged your complaint, I will ordinarily provide a full response within 14 business days. Sometimes, my investigation may take longer. If this is the case I will contact you to tell you, and I will provide you with a revised timeframe within which you should expect to receive a response. I will provide regular updates to you thereafter.
I may agree with all or some of your grounds of complaint. If this is the case, I will aim to offer a satisfactory solution to you, which may include:
- A full refund
- A partial refund
- Credit or vouchers
- A discount code for future services
- Provision of the services again
I will offer the solution I judge is most appropriate in the circumstances. The above examples are the usual solutions I may offer, although there may be occasions where I offer a different solution where this is appropriate.
If I do not agree with your complaint, I will provide you with full details to explain why this is the case. If you are unhappy with this, you may wish to progress matters externally (see below).
Other Options
I hope that I will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other avenues.
Ombudsman
The following ombudsman scheme may be able to assist in resolving disputes about my services: ________
If you are not content with my response, you can provide a letter confirming that we have reached a position of deadlock so that your complaint can be considered by the ombudsman. Furthermore, if the complaint has not been resolved or you have not heard from me within 8 weeks, you will also have the right to refer the complaint to the ombudsman.
Following any deadlock letter or after the above period of time has elapsed, you will have a period of ________ months to refer the matter to the ombudsman.
Details about the ombudsman, including further information about the time limits and requirements, can be found on the website of ________.
My Regulator
My services are regulated by: ________
Details about my regulatory body can be found on the ________ website.
You have the option of contacting my regulatory body concerning a complaint about my required standards should you deem this appropriate.
Professional Body
I am a member of: ________
Details about this body can be found on the ________ website.
I adhere to the relevant guidelines and code of conduct prescribed by the above body. You can contact this body about any complaint should you deem this appropriate. This body also offers an Alternative Dispute Resolution scheme, which offers a method of resolving disputes outside of court. Details about this can be found on the ________ website.
Legal Claims
5 82585 588528 5222 2552 58825228 852 82 52828825 52 252 828282 22888882 82828. 8282825, 82 252 822285822 852222 82 52828825 885 522 22 252 58282 2225258, 225 252 8885 22 282582 82258 558882 525/25 2528252 22525 82258 52225828 85885 252 82 585885882 22 225.
Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.
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