Complaints

COMPLAINTS HANDLING POLICY AND PROCEDURES

1. OBJECTIVE OF THE POLICY

A2ndvoice seeks to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our products, services, and customer service.

You are aware of our complaint lodgement and handling processes
Both you and our staff understand our complaints handling process.
Your complaint is investigated impartially with a balanced view of all information or evidence
We take reasonable steps to actively protect your personal information.
Your complaint is considered on its merits considering individual circumstances and needs
This policy has been designed to provide guidance to both our customers and staff on the way A2ndvoice receives and manages your complaint. We are committed to being consistent, fair, and impartial when handling your complaint

The objective of this policy is to ensure:

A2ndvoice is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible

2. DEFINITION OF A COMPLAINT

In this policy a complaint means an expression of dissatisfaction by a customer relating to services provided by us

3. DEFINITION OF A COMPLAINT

If you are dissatisfied with any 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 www.a2ndvoicecic.co.uk
By telephoning us on +44 (0) 7947 198 362
By emailing us info@a2ndvoice.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 and we will respond within 5 working days.