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Complaints Policy

Last updated: 8 October 2024

Purpose

We aim to provide excellent service, but we understand that sometimes things can go wrong. This policy ensures that complaints are handled fairly, promptly, and efficiently.

Definitions

  • Complaint: Any expression of dissatisfaction about our services.
  • Complainant: The person making the complaint.
  • Compensation Payment: Payment to compensate for a proven loss due to our error.
  • Goodwill Payment: Payment made as a gesture of goodwill, without admitting liability.

Policy

  1. Receiving Complaints
    • Complaints can be made via email or WhatsApp.
    • We will acknowledge receipt of the complaint within 2 business days.
  2. Handling Complaints
    • Complaints will be reviewed by a senior staff member.
    • We will investigate the complaint and aim to resolve it within 5 business days.
    • If more time is needed, we will inform the complainant and provide regular updates.
  3. Resolution
    • If the complaint is upheld, we will offer an appropriate solution, such as an apology, compensation, or corrective action.
    • If the complaint is not upheld, we will provide clear reasons for our decision.
  4. Escalation
    • If the complainant is not satisfied with the resolution, they can escalate the complaint to our Chief Executive Officer.
    • We will provide details of the relevant Ombud for further escalation if needed.
  5. Record-Keeping
    • All complaints are recorded using our internal ticketing system.
    • If a complaint is received through another channel it must be captured in the ticketing system.
    • All complaints and their outcomes will be recorded and kept for 5 years.
  6. Review and Improvement
    • We will review complaints regularly to improve our services and prevent future issues.

Contact Information