We take complaints very seriously, and view them as an opportunity to learn and improve, along with the chance to put things right for the person or business that has made the complaint.

Our policy is:

· To provide a fair complaints procedure, which is clear and easy to use for anyone wishing to make a complaint

· To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint

· To make sure that every member of Byzz Plus knows what to do if a complaint is received

· To make sure that all complaints are investigated fairly and in a timely manner

· To make sure that all complaints are (where possible) resolved and that relationships are repaired

· To gather information that helps us improve what we do

A complaint, for the purposes of this policy, is deemed to be any expression of dissatisfaction, whether justified or not, about any aspect of Byzz Plus.

Complaints may come from any person or organisation having a legitimate interest in Byzz Plus. A complaint may be received verbally, by phone, by email, in writing or in any other medium.

All complaint information will be handled sensitively and in line with GDPR, following a strict need to know basis.

All complaints are reviewed on a regular basis to ensure minimal re-occurrence. Should a complaint be received that is of a serious nature, the customer service manager may call for an emergency review.

Where a complaint is straight-forward, and we accept that we have done something wrong, there may not be a need for a formal investigation. We can apologise, try to put things right and learn from our mistakes straight away, and certainly within 10 working days.

Any member of Byzz Plus is able to deal with a complaint informally, even if they are the person being complained about, and can offer an on the spot apology. If the complaint is simple and straight forward, but the person receiving the complaint can’t deal with it for any reason, they will pass it on to another team member as soon as possible.

Examples of an informal complaint

· We are late in replying to emails or calls

· A response that may have been made but has gone to your spam folder

· You are unhappy with a member of staff because of something they said or did (or didn’t say or do)

If we make an apology in person or via telephone, we won’t usually send an email, although some staff may decide that this is appropriate.

If you are not happy with the outcome, or feel that a formal complaint is warranted, you can make a formal complaint using stage 2 of this policy.

A complaint will be escalated to stage 2 when any of the following occurs:

· Stage 1 of this policy was attempted but you are still not happy;

· The problem is more complex or requires a detailed investigation; or

· The complaint relates to more serious issues such as negligence or gross misconduct

You can make a formal complaint:

· by email to:

complaints@byzzplus.com

· by post to:

Complaints Team

Byzz Plus Limited

Heywood House

Heywood

Westbury

Wiltshire

BA13 4NA

When making your complaint, please include the following:

· Your business name, address, email address and phone number

· Your subscription details including the reference number

· What you are complaining about

· Any other requirements

When you are explaining what you are complaining about, please try to be as clear and concise as possible. This will help us to understand exactly what your complaint is about and allow us to respond to you as promptly as possible.

If you would like to make a formal complaint, this should be done within 60 days of the matter you wish to about. Waiting longer to complain means that we may not be able to help unless there are exceptional reasons or circumstances.

We aim to respond to all complaints within 28 days, however if we need additional information from you, the 28 days will start from the date we receive the information. If we are going to take longer for any reason, we will let you know, and provide an estimate of how long it will likely take to respond to you.

We will look at your complaint and assess the initial information we have received. If we require further information we will let you know at this point. Once we have everything we need, we will

Once we have conducted our initial review, we will continue the process of investigating your complaint. If needed, your complaint will be escalated from the customer service team to the company management team.

We will provide a fair and balanced response to your complaint in writing via email. Our report will show an overview of the complaint, the points raised within it and the conclusions we have reached regarding your complaint.

Where complaints are upheld, we will endeavour to provide a suitable resolution to the issue.

Where complaints are not upheld, our report will show how we have made our decision.

If you appeal our initial outcome, your complaint will be re-assigned to another team member or escalated to the management team.

Any outcome of an appeal is considered as final.