Customer Complaint Procedure
Introduction
Rejoice Consultancy Limited (hereinafter referred to as “the Company”, “we”, “us” or “our”) recognizes the importance of customer complaints as a valuable form of feedback about its services. We are committed to using this information to help drive forward improvements. This procedure outlines the aims of the business in dealing with complaints and sets out what the client can expect when making a complaint regarding our services.
Our definition of a complaint
A complaint is about letting the business know in a written format that a client is not happy with our services. We welcome any feedback. The complaint may be about delays, lack of response, discourtesy, or shortfalls in the standard of service. The complaints process enables us to improve our service and ensures that our customers can communicate with us effectively.
How we aim to deal with your complaint
- To improve the quality of the services we provide.
- To improve our relationship with our client.
- To encourage best practice and consistency.
Who do I complaint to?
Our Complaint Process
At Rejoice Consultancy, we strive to resolve complaints at the first point of contact. We aim for immediate resolution whenever possible, especially when minimal investigation is needed. Most issues can be addressed quickly through face-to-face interactions or phone conversations (if a contact number is provided). We are equipped to handle complaints within the requested service. If your concern remains unresolved, you can escalate it by making a formal complaint. Our complaint-handling process is straightforward and user-friendly. Once you lodge a formal complaint, we will:
- Assign your complaint to our register of complaints.
- Assign a complaint reference number (CRN) and follow up with an acknowledgment to the customer.
- Assess if we can resolve the complaint else we will escalate it to a subject matter expert who will investigate further regarding the complaint further.
- Contact you if additional details are needed for further clarification.
- Provide you with a point of contact if unsatisfied with the procedure.
Target Response Time
We aim to respond to the complaint as soon as we have received your formal complaint. To ensure that we received your complaint you will receive an acknowledgement within the next 3 working days. At Rejoice Consultancy, we conduct all investigations within six weeks of receiving a complaint. Our goal is to send you a final response, or decision letter, within eight weeks. If we cannot meet this timeframe, we will provide an interim update letter explaining the reasons for the delay and an estimated completion date for the investigation.
GDPR Related Complaints
For GDPR and data protection-related complaints, you have the right to complain to the Information Commissioner’s Office (ICO). Regulation 18 gives the Information Commissioner the power to enforce the Regulations; it effectively imports the enforcement provisions of Part 4 of the Freedom of Information Act 2000 (‘the Act’) into the Regulations.
ICOs postal address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113