COMPLAINTS HANDLING POLICY & PROCEDURE
OBJECTIVE OF THE POLICY
eXate seeks to maintain and enhance its reputation of providing high quality products and services. We value complaints as they assist us to improve our products, services and customer service.
eXate is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving customer complaints as quickly as possible.
This policy has been designed to provide guidance to both our customers and staff on the manner in which eXate receives and manages customer complaint.
We at eXate are committed to being consistent, fair and impartial when handling customer complaint.
The objective of this policy is to ensure:
Customers are aware of eXate’s complaint lodgement and handling processes,
Both Customer and eXate staff understand eXate’s complaints handling process,
Customer complaints are investigated impartially with a balanced view of all information or evidence,
eXate takes reasonable steps to actively protect customer personal information,
Customer complaints are considered on its merit taking into account individual circumstances and needs.
DEFINITION OF A COMPLAINT
In this policy a complaint means an expression of dissatisfaction by a customer relating to the product and services provided by us.
HOW A COMPLAINT CAN BE MADE
If you are dissatisfied with a product or service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with.
If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:
By completing a feedback form on our website https://www.exate.com
By telephoning us on +44 (0) 20 37450713
By emailing us email@example.com
In person by speaking to any of our customer service staff.
If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.
THE INFORMATION YOU NEED TO TELL US
When we are investigating your complaint, we will be relying on information provided by you and information we may already be holding.
We may need to contact you to clarify details or request additional information where necessary.
To help us investigate your complaint quickly and efficiently we will ask you for the following information:
Your name and contact details,
The nature of the complaint,
Details of any steps already taken to resolve the complaint,
Details of conversations you may have had with us that may be relevant to your complaint,
Copies of any documentation which supports your complaint.
YOUR RESPONSIBILITY TO PROVIDE
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.
As part of our on-going improvement plan, complaints will be monitored for any identifying trends, by management and rectification/remedial action taken to mitigate any identified issues.
If you lodge a complaint, we will record your personal information solely for the purposes of addressing your complaint.
Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.
FEEDBACK TO CUSTOMERS
eXate is committed to resolving your issues at the first point of contact, however, this may not be possible in all circumstances, in which case a more formal complaints process will be followed.
We will acknowledge receipt of your complaint within three (3) business days. Once your complaint has been received, we will undertake an initial review of your complaint.
There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you. In such circumstances we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your complaint at that time.
We are committed to resolving your complaint within 10 business days of you lodging your complaint, however, this may not always be possible on every occasion.
Where we have been unable to resolve your complaint within 10 business days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalize your complaint.
During the initial review or investigation stage we may need to seek further clarification or documentation from you to assist us in resolving your complaint.
If we have sought clarification or additional documentation from you and we are waiting on you to provide this information, we may not be able to meet our 10-business day finalization commitment.
In such circumstances upon receipt of your clarification or additional documentation we will indicate to you when we expect to be able to finalize your complaint.
Once we have finalized your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally.
You have the right to make enquiries about the current status of your complaint at any time by contacting us.
OUR SIX-POINT COMPLAINT PROCESS
1. We acknowledge: Within three business days of receiving your complaint we will acknowledge receipt of your complaint.
2. We review: We undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
3. We investigate: Within 10 business days of receiving your compliant we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information which may be available, that could assist us in investigating your complaint.
4. We respond: Following our investigation, we will notify you of our findings and any actions we may have taken in regards to your complaint.
5. We take action: Where appropriate we amend our business practices or policies.
6. We Record: We will record your complaint for continuous improvement process and monitoring through regular review.
WHEN YOU COMPLAIN ABOUT
ONE OF OUR EMPLOYEES
If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people).
We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible.
We will also treat our staff member objectively by:
Informing them of any complaint about their performance
Providing them with an opportunity to explain the circumstances
Providing them with appropriate support
Updating them on the complaint investigation and the result.
OUR COMPLAINT ESCALATION PROCESS