Customer Complaints Policy
Authorisation
This document has been approved & authorised by:
Approved By | Release Date | Next Review |
|---|---|---|
Richard Coates |
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Richard Coates |
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|
Grant Crow |
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Kate Luther |
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Contents
Introduction
Our commitment to promptly, fairly, and confidentially addressing customer concerns is outlined in our Customer Complaints Policy. This policy sets the standards for handling complaints and reflects our dedication to continuously improving customer satisfaction.
In instances where customer complaints are received, it is imperative to review the causes to prevent recurrence whenever feasible.
Scope
3t Digital maintains documented procedures to address customer complaints or appeals. These procedures should be followed upon the submission of a complaint or appeal. Customers should be made aware of the existence and general content of these procedures, and upon request, provided with a copy of this Policy and the Procedures.
Responsibility
The following personnel are responsible for identifying and correcting complaints and/or non-conformances, addressing root causes, and updating and maintaining necessary records:
Customer Support Team
Customer Success Manager
Product Owner/Manager
General Policy
All customer issues and complaints are taken seriously without exception.
When a complaint is raised, the customer will have the opportunity to discuss it openly or address it privately. The complainant will be encouraged to fully express their concerns without interruption. The individual handling the complaint will objectively and factually establish its key issue. If other individuals are involved, their perspectives will be separately consulted and then jointly discussed to agree upon key issues.
The complainant will be asked about their desired outcome. The person handling the complaint will then present several options that could potentially meet or partially address the desired outcome, considering the needs of:
Other (affected) customers
Our employees
What has been promised (if there is a cost or time factor)
Ethical and legal factors
To maintain positive morale and customer satisfaction, efforts will be made to resolve complaints promptly or as soon as possible thereafter. Investigations supporting the exploration of formal complaints will result in a written response, ideally within 7 days when feasible.
Referral
Complaints associated with an approved/accredited course should be referred to the respective awarding body/organisation.