trueCall Ltd views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
Our policy is:
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of trueCall Ltd. A complaint can be received verbally, by phone, by email or in writing.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with the Managing Director.
This policy is reviewed regularly and updated as required. It was adopted on 4/7/16 and last reviewed on 4/7/16.
Written complaints may be sent to The Customer Services Manager, trueCall Ltd, 2 Castle Yard, Richmond, Surrey TW10 6TF or by e-mail at complaints@trueCall.co.uk. Verbal complaints may be made by phone to 0208 940 4111 or in person to any of trueCall Ltd’s staff.
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:
Stage One
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to Managing Director within one week.
On receiving the complaint must be recorded in the complaints log by the Customer Services Manager. If it has not already been resolved, they may delegate an appropriate person to investigate it and to take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the Customer Services Manager within a week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the Managing Director.
The request for Board level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
The Managing Director may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution via Alternative Dispute Resolution (Stage Three).
Stage Three
If there is a dispute and this cannot be settled then we will be happy to submit to the alternative dispute resolution procedure operated by the Buy With Confidence scheme (https://www.resolver.co.uk/regulators/buy-with-confidence), or Small Claims Mediation (UK) Ltd, 33 Leicester Road Blaby LE8 4GR - www.small-claims-mediation.co.uk. These are independent ADR organisations that provide our customers with a low-cost alternative to the courts should there be any complaint that can be resolved by your own internal complaints policy.
If your complaint relates to a product bought online, we are required to make you aware of the ODR (online dispute resolution) website. The ODR website is managed by the European Commission and provides another way to channel your complaint to a UK ADR organisation.
Variation of the Complaints Procedure
The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about one of the Directors should not also have that Director as the person leading a Stage Two review.
Monitoring and Learning from Complaints
Complaints are reviewed at least annually by trueCall Ltd to identify any trends which may indicate a need to take further action.
