Complaints Policy of GentleTech
Complaints Policy at GentleTech is in-place to make sure that all issues are being dealt securely, transparently and customer-focused. We have a full complaint professional process to ensure the customer has clear communication, resolution of the complaint or issue is done as fast as possible with a team on standby to help.
If you require help with submitting a complaint or have questions on our policies, GentleTech strives to resolve your complaints as soon as possible. GentleTech, where your issue is resolved, and your complaint will be processed transparently.
If you require help with submitting a complaint or have questions on our policies, GentleTech strives to resolve your complaints as soon as possible. GentleTech, where your issue is resolved, and your complaint will be processed transparently.
This Complaints Policy is about how we communicate our values because at GentleTech Ltd we are committed to upholding the highest standards of integrity and responsibility. It is aimed at ensuring that all complaints are managed and processed fairly, transparently and efficiently. It is a guide for not just fixing problems but building trust with customers, employees, and partners alike.
This policy complies with relevant law including the UK GDPR, which is the law that governs the way we collect, process, and protect personal data. We appreciate that complaints can feature sensitive personal information and commit that we handle all data in compliance with UK GDPR requirements. This includes ensuring that all personal data discussed as part of the complaints process is kept confidential, used only for the purpose of resolving the complaint and adequately protected through strong security measures.
Our policy includes best practices to ensure a consistent and professional approach to resolving complaints. We strive to communicate clearly and openly at each stage of the process, providing complainants with regular updates and ensuring their rights are montored and defended. If a complaint is regarding false advertising, consumer protection or data breaches, we follow our established method of response whereby every complaint is recorded, escalated, investigated, responded to and reported to the ICO, where appropriate under UK GDPR.
Better complaints are seen as an opportunity to improve and learn. For every issue, we thoroughly analyse root causes and take steps to prevent recurrence. Not only does this prevent isolated issues, but it also enhances our practice as a whole and contributes to our service delivery process.
At GentleTech Ltd, we understand that a clear and professional Complaints Policy is vital for building and maintaining trust. Ensuring that our processes reflect legal and ethical standards is end of our commitment to properly handling any grievance as a valuable opportunity to improve our practices and relations.
Purpose
This Complaints Policy sets out how we will deal with complaints fairly, transparently, and, above all, quickly. This is to make you compliant with applicable laws and best practices in the field of debt collection.
Scope
This policy covers all complaints which are received from customers, clients and third parties in relation to our services.
Definition of a Complaint
A complaint is an expression of dissatisfaction, justified or not, with any aspect of our agency’s services.
Principles:
1. Fairness: All complaints will be treated with respect and will be dealt with on an unbiased basis.
2. Transparency: Our complaint process will be transparent and open to all stakeholders.
3. Confidentiality: All complaints will be treated with utmost confidentiality.
4. Timeliness: We aim to respond to complaints in a timely manner and to inform the complainant of the progress of a response.
5. Continuous Improvement: We will develop our services on the basis of the feedback we received through complaints.
How to Make a Complaint
Written Complaints: Complaints can be submitted via
Information Required
To help us resolve your complaint efficiently, please provide:
Your name and contact information.
A clear description of the complaint.
Any relevant details or evidence supporting your complaint.
How to Make a Complaint
1. Acknowledgment: We will acknowledge receipt of your complaint within 5 working days.
2. Investigation: A dedicated complaints officer will investigate your complaint, reviewing all relevant information and reporting back to you within 15 working days.
3. Response: We will issue a response giving an overview of our findings and we acted on
How to Make a Complaint
We will keep a log of all complaints received and their resolution. This will be used for tracking and enhancement in services.
Review of the Policy
This policy is subject to an annual review, or sooner if necessary, to ensure its continued relevancy and compliance with any statutes, guidelines or best practices.
Contact Information
If you have any questions about this policy, please contact us at:
GentleTech Ltd Complaints Policy
updated November 2024
