Complaints procedure
Act fast, elevate where needed and keep our complaints procedure as simple as possible as set out below:
1) A complaint/non compliance must be raised on the internal form stored in Promo2u/Master/CompanyBusinessDocuments/ComplaintsForm, dated and timed immediately by the employee receiving the complaint and renamed with the customers name in the title.
2) A copy must be given to the Managing Director within 2 hours from receiving notification of the matter (via email).
3) We aim to resolve all complaints within 24hours of receipt but guarantee we will respond to the customer within 24hrs.
4) A report of the incident should be made and kept in our “lessons learned” documentation. Any “near misses” should be recorded in this document too. (Internal issues where perhaps a complaint was avoided and the customer not aware).
5) The resolution should be discussed with our customer, agreed and updated in the complaints form.
6) The complaints form should be dated, timed and processed once completed.
7) A copy of the complete form including the resolution should be sent to both the customer and Managing Director in writing within 10 working days maximum.
8) A follow up call should be made to the customer to ensure satisfaction with the handling of the complaint. The day the outcome is sent in writing.
9) The complaints, “near misses” and the process to be reviewed annually by the Managing Director and all staff.
Updated Dec 2020
