In this Complaints Policy the following expressions have the following meanings:
|“Appeal”||means your request to escalate a Complaint from Level Two to Level Three if you are not satisfied with the outcome at Level Two;|
|“Appeal Handler”||means an employee of BeeZee Bodies working at Senior Level who will handle Level Three Complaints;|
|“Business Day”||means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business;|
|“Complaint”||means a complaint about services sold by BeeZee Bodies, about our customer service, or about our employees;|
|“Complaints Policy”||means this document;|
|“Complaints Procedure”||means the internal complaints handling procedure of BeeZee Bodies which is followed when handling a Complaint;|
|“Complaint Reference”||means a unique code assigned to your Complaint that will be used to track your Complaint;|
|“Level One”||means the first stage in our complaints handling procedure under which your Complaint will be handled by a Level One Complaint Handler;|
|“Level One Complaint Handler”||means an employee of BeeZee Bodies working who will handle Level One Complaints;|
|“Level Two”||means the second stage in our complaints handling procedure under which you may appeal the outcome of a Level One Complaint. Your Complaint will be handled by Level Two Complaint Handler;|
|“Level Two Complaint Handler”||means an employee of BeeZee Bodies working at who will handle Level Two Complaints;|
|“Level Three”||means the third and final stage in our complaints handling procedure under which you may appeal the outcome of a Level Two Complaint. Your Complaint will be handled by an Appeal Handler.|
BeeZee Bodies welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our services, our customer service, or about our employees, not only do we want to resolve it to your satisfaction, but we also want to learn from it in order to improve our business and customer experience in the future.
It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
This Complaints Policy applies to the provision of services by BeeZee Bodies, to our customer service and to our employees.
For the purposes of this Complaints Policy, any reference to BeeZee Bodies also includes our employees.
Complaints may relate to any of our activities and may include (but not be limited to):
The following are not considered to be Complaints and should therefore be directed to the appropriate department:
All Complaints, whether they concern our services, our customer service, or our employees, should be made in one of the following ways:
When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:
BeeZee Bodies operates a ‘three-stage’ complaints handling procedure. Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two or Level Three. If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two. If you are not satisfied at the end of Level Two your Complaint may be escalated to Level Three at which point it will be handled by Senior Management.
All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees of BeeZee Bodies who need to know in order to handle your Complaint.
We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting email@example.com,
All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the General Data Protection Regulation (GDPR) provisions and the Data Protection Act 2018 and your rights under that Act.
If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact The BeeZee Bodies complaint department by email at firstname.lastname@example.org.
Overall responsibility for this Complaints Policy within BeeZee Bodies and the implementation thereof lies with the Senior Leadership Team.
This Complaints Policy is regularly reviewed and updated as required.
This Complaints Policy was adopted on 01/04/2018
This Complaints Policy was last reviewed on 27/03/2019