Customer complaint handling procedure

Customer complaint handling procedure Version 1.0 June 2022

At, we strive to ensure our products and services are world class, but we know that sometimes things go wrong. We take complaints very seriously and, if you’re not completely satisfied with the service you have received, a formal complaints procedure has been developed to ensure we address the problem as quickly and efficiently as possible. Complaints give us a chance to put things right and help us improve our service to all our customers. Should you wish to make a complaint, please contact us using one of the methods below:

Contact us By post: Customer services – Complaints, – Outbound BPO Ltd, 7 Bell Yard, London, England, WC2A 2JR or email: [email protected]

Alternatively  Complete the “Contact us” form on Talking to us In the event, you are not entirely satisfied with the service you have received, our in-house customer service team, who are available Monday to Friday, between the hours of 09:00 - 18:00 GMT, are trained to deal with complaints. The member of staff will try, where possible, to resolve your complaint immediately. However, should you feel your complaint remains unresolved they will escalate it to our Customer Service Team Manager, who will personally review the matter and consult the appropriate subject matter experts if required. All customer facing staff within are able to communicate fluently in English. complaint handling process is simple and easy to use. If you make a complaint to the customer services team: Our staff will log this within our case management system, and provide you with a unique case reference number. › After assessing the complaint for its complexity and completing some initial investigation, we will direct this to any appropriate subject matter expert for additional investigation. › We aim to provide a response to your complaint within five working days and will contact you, unless otherwise requested, via email. › If you are unhappy with our first response, your complaint will be reviewed by our Customer Service Team Manager, who will respond within a further two working days either supporting our original response, or explaining our reasons for a new decision. Our target response times As detailed above, once your complaint has been logged within our case management system, we aim to provide you with a satisfactory response within five working days. If a full resolution cannot be provided within five working days, Customer Services will contact you to advise an estimated time frame for completion.

Should a complaint lead to the identification of an opportunity for improvement this will be raised as a Continual Service Improvement (CSI) with the appropriate area of the business and appropriate priorities/ resolution times assigned accordingly. Reviewing our procedure The customer complaint handling procedure is formally reviewed every 12-36 months.