Complaints Handling Procedure
1. Definitions and Interpretation
1.1 In this Complaints Handling Procedure the following expressions have the following meanings:Complaints Handling Procedure
“Business Day” means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in England and Wales;
“Complaint” means a complaint about my goods, services, or customer service;
“Complaints Policy” Means my customer complaints policy, available from www.deiniolwilliams.uk/complaints-policy;
“Complaint Reference” means a unique code assigned to a Complaint that will be used to track that Complaint;
“Customer” means a customer of mine and includes potential customers (no purchase necessary);
“Decision Letter” means a letter informing a Customer of the outcome of their Complaint;
“Investigation Report” means a report detailing the investigation of a Complaint;
“Resolution Action” means the available actions to be taken in response to a Complaint as detailed in Section 6.
2. What this Complaints Handling Procedure Covers
2.1 This Complaints Handling Procedure applies to Complaints pertaining to the sale of goods and the provision of services by me, Deiniol Williams, and to my customer service.
2.2 Complaints may relate to any of my activities and may include (but not be limited to):
2.2.1 The quality of my customer service;
2.2.2 Delays, defects or other problems associated with the sale of goods;
2.2.3 Delays, defects, poor workmanship or other problems associated with the provision of services.
2.3 The following do not constitute Complaints. Customers raising such questions or matters should be addressed accordingly:
2.3.1 General questions about my goods and services;
2.3.2 Returns of damaged, faulty, incorrect or unwanted goods for exchange or refund in accordance with my Terms of Sale www.deiniolwilliams.uk/terms-of-sale where there is no further complaint;
2.3.3 Matters concerning contractual or other legal disputes;
2.3.4 Formal requests for the disclosure of information including, but not limited to, those made under the Data Protection Act.
3. Receipt and Recording of Complaints
3.1 Customers may make Complaints using any of the following methods:
3.1.1 By email, addressed to Deiniol Williams at firstname.lastname@example.org;
3.1.2 By contacting me by telephone on 07866 266 861
3.2 Upon receipt of Complaints, the following steps shall be taken within 5 Business Days:
3.2.1 If a written Complaint is received by email, I shall reply as soon as possible to discuss the complaint and I will work with you to resolve the complaint to your satisfaction.
3.2.2 If a Complaint is made by telephone, I shall call you as soon as possible to discuss the complaint and I will work with you to resolve the complaint to your satisfaction.
3.3 All Complaints shall be given a Complaint Reference and the investigation thereof shall begin within 5 Business Days.
3.4 All Complaints shall be acknowledged in writing within 5 Business Days of receipt. The acknowledgement shall inform the Customer of their Complaint Reference, by whom their Complaint is to be handled, and shall include copies of my Customer Complaint Policy and this Complaints Handling Procedure.
4. Complaint Information
4.1 Customers are advised in my Complaints Policy that the following information should be provided in as much detail as is reasonably possible when making a Complaint:
4.1.1 The Customer’s name, address, telephone number and email address, indicating any preferred method of communication;
4.1.2 If the Customer is being represented by a third party, the information set out in Section 4.1.1 should be provided in reference to both parties;
4.1.3 If the Complaint relates to a particular transaction, the order or invoice number;
4.1.4 Further details of the Complaint including, as appropriate, all times, dates, events, and people involved;
4.1.5 Details of any documents or other evidence on which the Customer wishes to rely in support of the Complaint;
4.1.6 Details of how the Customer would like me to resolve the Complaint. Whilst I undertake to make all reasonable efforts to accommodate such requests, however, I am not bound to take any action beyond that which I may be contractually or otherwise legally obliged to take.
4.2 If the information detailed in Section 4.1 is missing, insufficiently detailed, or incomplete, the Customer should be contacted within 5 Business Days, requesting further information.
5. Complaints Handling
5.1 As a sole trader I, Deiniol Williams shall handle all Complaints.
5.2 Upon receipt of a Complaint, the Complaint shall be considered and a decision made within 5 Business Days whether to:
5.2.1 Investigate the Complaint fully if it is considered to be valid, in which case the procedure should resume from Section 5.3; or
5.2.2 Dismiss the Complaint if it is considered to be invalid, in which case the Customer shall be informed of the decision in writing within 5 Business Days.
5.3 Subject to delays arising from circumstances beyond my reasonable control (including, but not limited to, delays in other persons responding to communications), Complaints shall be fully investigated, decided upon and a Recommendation mad e within 30 Calendar days.
5.4 If additional information or evidence in support of the Complaint is required, the Customer shall be contacted using the Customer’s preferred method of communication, stating clearly what information or evidence is required. Customers should be respectfully reminded that any delay in their response to such a request may delay the resolution of their Complaint, as per Section 5.5 of my Complaints Policy.
5.5 If a Customer is unable or unwilling to provide information or evidence requested under Section 5.5, reasonable endeavours shall nevertheless be used to resolve the Complaint. If, however, it is not possible to uphold the Complaint in the absence of the requested information or evidence, the Complaint may be closed and the Customer informed of the outcome in accordance with Sections 5.9 to 5.12.
5.6 The Complaint shall be examined and evaluated, taking full account of all relevant statements, information, evidence and circumstances. Full objectivity and fairness shall be maintained at all times.
5.7 Following examination of the Complaint, a decision shall be reached within the time period set out in Section 5.3 (subject to the exceptions noted therein). Resolution Actions that may be chosen are set out in Section 6.
5.8 Once a decision has been reached under Section 5.7, an Investigation Report and Decision Letter shall be sent to the Customer by first class post or by email, as appropriate. Decision Letters shall set out the decision and the Resolution Action(s). A copy of the Investigation Report and decision should be stored on file (both digital and hard-copy) in accordance with the data protection policy set out in Clause 9.
5.9 If a delay either occurs or is considered likely to occur at any stage of this procedure, the Customer should be informed using his or her preferred communication method. The Customer should be informed of the length or likely length of the delay and the reasons therefor.
6. Resolution Actions
When handling Complaints the following Resolution Actions may be selected, as appropriate to the facts and circumstances of a Complaint:
6.1 A full refund;
6.2 A partial refund;
6.3 Like-for like replacement;
6.4 Gift Voucher (Courses);
6.5 Reduction in cost for Goods or Services.
7. Implementation of Resolution Actions
Upon the conclusion of a Complaint, the Resolution Action(s) settled upon shall require implementation in a timely manner. Responsibility for the implementation of Resolution Actions ultimately lies with me.
8. Recording of Resolution Actions
8.1 Upon the conclusion of a Complaint and the implementation of the applicable Resolution Action(s), I will record all steps taken along with all the relevant details.
8.2 All paperwork and correspondence will be stored for future reference.
9. Confidentiality and Data Protection
9.1 All Complaints, Appeals, evidence and other information gathered, held and processed under this Complaints Handling Procedure shall be treated with the utmost confidence at all times.
9.2 In the event that the details of a Complaint are to be used for training or quality improvement purposes, in which case they may be shared with other employees beyond the scope of this Complaints Handling Procedure, the relevant Customer’s express permission must first be sought using that Customer’s preferred contact method. Personal details (that is, anything that may be used to identify the Customer) shall be removed from all information so used. Such permission may be revoked at any time in accordance with the Customer’s right to do so under Section 6.2 of my Customer Complaints Policy.
9.3 All personal information collected by me (including, but not limited to, Customers’ names and contact details) shall only be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and our Customers’ rights under that Act.
10. Procedure Review and Responsibility
10.1 Overall responsibility for this Complaints Handling Procedure and the implementation thereof lies with me.
10.2 This Complaints Handling Procedure shall be reviewed regularly at intervals of not more than 1 year and shall be updated as required.
10.3 This Complaints Handling Procedure was adopted on 25-November-2018.
10.4 This Complaints Handling Procedure was last reviewed on 25-November-2018.