Effective Date: 10/01/2023

  1. Purpose At PRO WEB DESIGN LTD, we are committed to providing excellent products/services and maintaining strong relationships with our customers. We recognize that occasional issues or concerns may arise, and we are dedicated to handling these complaints promptly, fairly, and effectively. This Complaints Handling Policy outlines our commitment to addressing and resolving customer complaints in a transparent and satisfactory manner.
  2. Scope This policy applies to all employees, contractors, and representatives of PRO WEB DESIGN LTD who are involved in receiving, managing, and resolving customer complaints.
  3. Definition of a Complaint For the purpose of this policy, a complaint is defined as any expression of dissatisfaction, whether written or verbal, regarding our products, services, employees, contractors, or any other aspect of our business operations.
  4. Complaints Handling Process 4.1 Receipt of Complaints
  • Customers are encouraged to submit their complaints through the designated channels, including but not limited to telephone, email, online forms, or in-person.
  • All complaints received will be recorded and assigned a unique reference number for tracking purposes.

4.2 Acknowledgement of Complaints

  • We will acknowledge the receipt of a customer complaint within 7 business days, either in writing or verbally, depending on the customer’s preferred communication method.
  • The acknowledgment will include the complaint reference number, the name of the person handling the complaint, and an estimated timeline for resolution.

4.3 Investigation and Resolution

  • Complaints will be thoroughly investigated by the appropriate department or individual, considering all available information and relevant records.
  • A complaint can take (if not resolved in 21 business days) is 8 weeks
  • During the investigation process, we may request additional information or documentation from the customer to better understand and address their concerns.

4.4 Communication with the Customer

  • Throughout the complaints handling process, we will maintain regular and clear communication with the customer, keeping them informed of the progress and any significant developments regarding their complaint.
  • We will ensure that all communication with the customer is professional, respectful, and empathetic.

4.5 Resolution and Customer Satisfaction

  • Once a complaint has been thoroughly investigated, we will propose a resolution to the customer, aiming to provide a fair and reasonable outcome.
  • If the proposed resolution is acceptable to the customer, we will implement the necessary actions promptly.
  • In cases where the proposed resolution is not accepted, we will work with the customer to find an alternative solution, aiming to reach a mutually satisfactory resolution however if we can’t agree on a solution with the customer, they have the right to submit a case with the Trading Standards Agency or Financial Ombudsman.
  • Upon resolution, we will seek feedback from the customer to assess their level of satisfaction with the outcome and the overall complaints handling process.
  1. Continuous Improvement
  • We are committed to continuously improving our products, services, and internal processes based on the feedback and insights gained from customer complaints.
  • Complaint trends and analysis will be reviewed periodically to identify areas for improvement and implement appropriate measures to prevent similar complaints in the future.
  1. Confidentiality and Data Protection
  • All customer complaints and related information will be handled with strict confidentiality and in compliance with applicable data protection regulations.
  1. Training and Awareness
  • We will provide regular training and guidance to our employees involved in the complaints handling process, ensuring they have the necessary skills and knowledge to handle complaints effectively and professionally.
  • Employees will be made aware of this Complaints Handling Policy and their roles and responsibilities in implementing it.
  1. Review and Revision
  • This Complaints Handling Policy will be reviewed periodically to ensure its effectiveness and compliance with relevant regulations.
  • Any necessary updates or revisions to this policy will be communicated to all employees.

If you have any questions or concerns regarding this Complaints Handling Policy, please contact [02088059096].