Willix Limited - Complaints and Feedback Policy

Complaints and Feedback Policy

1. Purpose

This policy outlines the procedures for handling complaints and feedback at Willix Limited. Our goal is to ensure all complaints are addressed promptly, fairly, and consistently, and that feedback is used to improve our services and operations.

2. Scope

This policy applies to all customers, clients, stakeholders, and other external parties who wish to provide feedback or make complaints about Willix Limited’s services, products, or employees.

3. Principles

We are committed to:

- Providing an accessible, transparent, and easy-to-use complaints and feedback process.

- Resolving complaints in a timely, impartial, and fair manner.

- Continuously improving our services based on feedback and complaints.

- Treating all parties with respect and maintaining confidentiality.

4. Definitions

- Complaint: An expression of dissatisfaction with a service, product, or action by Willix Limited.

- Feedback: Suggestions, opinions, or comments that may not indicate dissatisfaction but are intended to help improve services.

5. How to Provide Feedback or Lodge a Complaint

Complaints and feedback can be submitted through the following channels:

- Email: complaints@willixlimited.com or feedback@willixlimited.com

- Phone: [Insert phone number]

- Website: Online feedback form at www.willixlimited.com/feedback

- Mail: Willix Limited, [Insert physical address]

6. Complaint Handling Procedure

1. Acknowledgment:

- Complaints will be acknowledged within 2 business days of receipt.

2. Assessment:

- Each complaint will be assessed to determine its validity and the appropriate course of action.

3. Investigation:

- A thorough investigation will be conducted, ensuring all relevant facts are reviewed.

4. Resolution:

- A resolution will be provided within 10 business days. If more time is required, the complainant will be informed of the delay and the expected timeframe.

5. Communication:

- The complainant will be notified of the outcome in writing, including any steps taken to address the issue.

7. Feedback Handling Procedure

- Feedback will be reviewed by the relevant department.

- Suggestions or comments will be discussed during regular team meetings.

- Where appropriate, feedback may result in updates to policies, procedures, or services.

8. Escalation Process

If a complainant is not satisfied with the resolution, they can request an internal review by senior management. Appeals must be submitted within 10 business days of receiving the resolution.

9. Monitoring and Reporting

- Complaints and feedback will be logged in a secure system.

- Regular reports will be generated to identify trends and areas for improvement.

- An annual summary of complaints and feedback will be included in the company’s performance review.

10. Confidentiality

All complaints and feedback will be handled confidentially in accordance with applicable privacy laws. Personal information will only be used for the purpose of resolving the complaint or responding to feedback.

11. Continuous Improvement

Willix Limited is committed to using complaints and feedback as opportunities to enhance our services. Regular reviews of this policy will ensure it remains effective and relevant.

12. Contact Information

For further information about this policy or assistance with submitting complaints or feedback, please contact us at:

- Email: info@willixlimited.com

- Phone: 01633 495178

- Address: Willix Limited, [Insert physical address]

Approved By: Daniel Williams Director

Date: 11/12/2024