Complaints Policy Statement

To Enhance customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organisation's ability to improve its products and services, including customer service;

Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

Recognising and addressing the needs and expectations of complainants;

Providing complainants with an open, effective and easy-to-use complaints process;

Analysing and evaluating complaints in order to improve the quality of products and services, including customer service;

Auditing of the complaints-handling process;

Reviewing the effectiveness and efficiency of the complaints-handling process

Reviewed and Approved by Managing Director, Harvey Melvin
Date: 29.04.22