Complaints Policy
GentleTech's Complaints Policy is designed to ensure a seamless, transparent, and customer-focused experience for resolving any issues. Our professional complaint handling process prioritises customer satisfaction through clear communication, efficient resolution, and a dedicated support team.
Whether you need assistance with filing a complaint or understanding our policies, GentleTech is committed to addressing your concerns promptly. Trust GentleTech for reliable issue resolution and a transparent complaint process that puts your needs first.
Whether you need assistance with filing a complaint or understanding our policies, GentleTech is committed to addressing your concerns promptly. Trust GentleTech for reliable issue resolution and a transparent complaint process that puts your needs first.
At GentleTech Ltd, we take pride in maintaining the highest standards of integrity and responsibility, and our Complaints Policy is a testament to that commitment. This policy is designed to handle all complaints with fairness, transparency, and efficiency, ensuring that every concern raised is addressed promptly and respectfully. It serves as a framework for not only resolving issues but also fostering trust with our customers, employees, and partners.
A key element of this policy is its adherence to applicable laws, including the UK GDPR, which governs the way personal data is collected, processed, and protected. We understand that complaints may involve sensitive information, and we are dedicated to handling all data in compliance with UK GDPR requirements. This includes ensuring that all personal data shared during the complaints process is treated confidentially, used solely for resolving the issue, and safeguarded through robust security measures.
Our policy also incorporates best practices to ensure a consistent and professional approach to complaint resolution. We are committed to clear and open communication at every stage of the process, providing regular updates to complainants and ensuring that their rights are respected. Should a complaint involve concerns about data privacy or breaches, we follow a structured response process that includes thorough investigation, timely resolution, and reporting to the Information Commissioner’s Office (ICO) if required under UK GDPR regulations.
Additionally, we view complaints as an opportunity for growth and improvement. Every issue raised is carefully analysed to identify root causes and implement measures to prevent recurrence. This proactive approach not only resolves individual concerns but also strengthens our overall practices and service delivery.
At GentleTech, we believe that a transparent and effective Complaints Policy is essential for maintaining trust and accountability. By aligning our processes with legal standards and ethical principles, we demonstrate our dedication to treating every complaint as an important step toward bettering our operations and relationships.
Purpose
This Complaints Policy outlines our commitment to handling complaints fairly, transparently, and promptly. It ensures compliance with applicable laws and best practices in debt collection.
Scope
This policy applies to all complaints received by GentleTech from customers, clients, and third parties regarding our services.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about the services provided by our agency.
Principles:
1. Fairness: We will treat all complaints with respect and ensure that they are handled impartially.
2. Transparency: Our complaint process will be clear and accessible to all stakeholders.
3. Confidentiality: All complaints will be handled with the utmost confidentiality.
4. Timeliness: We will respond to complaints promptly and keep the complainant informed of the progress.
5. Continuous Improvement: We will use feedback from complaints to improve our services.
How to Make a Complaint
Written Complaints: Complaints can be submitted via
Email: hello@gentletech.co.uk
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: Your complaint will be investigated by a designated complaints officer, who will review all relevant information and respond within 15 working days.
3. Response: We will provide a detailed response outlining our findings and any actions taken.
How to Make a Complaint
We will maintain a record of all complaints received and their outcomes. This information will be used for monitoring and improving our services.
Review of the Policy
This policy will be reviewed annually or sooner if required, to ensure it remains effective and compliant with relevant regulations.
Contact Information
For any questions regarding this policy, please contact us at:
GentleTech Ltd Complaints Policy
updated November 2024
