Complaints Policy

At The Grey Matters we are always disappointed to receive complaints but they do ultimately assist us to improve our products, services and customer service.

This policy has been designed to assist both customers and staff. We are committed to being consistent, fair and confidential in relation to our complaint handling and to resolving complaints as quickly as possible.

All complaints made, whether verbally or in writing will be recorded at the time the complaint is made in our complaints log.

The complaint will be recorded by the initial staff member who took the details.

When taking a complaint, staff will record all relevant details from the customer and will detail all communication with the customer and any actions taken to resolve the complaint.

We will acknowledge any complaint within 24 hours of receipt and will strive to resolve all complaints within seven days.

Customers will be kept updated with the progress made especially if there are any delays or changes to what has been agreed.

Customers will be informed of any changes to our products or services as a result of their complaint.

Where appropriate, customers who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled.

If a complaint cannot be resolved by the usual process detailed above, it will be referred to the Managing Director and the customer informed and given an amended timeframe for resolution.

 

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