Complaints Procedure
Complaints Policy
At FoneBox, we understand that sometimes things don’t go as planned, whether it’s due to factors within our control or outside of it. However, we’re committed to putting customer service at the heart of everything we do. This policy demonstrates our dedication to maintaining the high standard of service that we strive to offer. Whether you’re a private or commercial client, we take your concerns seriously, and this policy reflects our commitment to addressing them through clear and fair processes.
Key Terms
- Complaint: Any dissatisfaction expressed regarding FoneBox’s actions, inactions, or the standard of service provided, whether by FoneBox itself or by someone acting on its behalf.
- Complainant: An individual, organization, or body that wishes to file a complaint about FoneBox’s services or operations.
- Staff: Any individual, whether paid or unpaid, who performs tasks or responsibilities directly for FoneBox.
Scope of the Policy
FoneBox is committed to providing an inclusive and unbiased service to all customers. We encourage feedback, whether it’s a compliment or a concern, at any stage of our relationship. We offer various ways to get in touch, including through social media, telephone, email, and mail, with a goal of responding within 24 hours via the same method of contact.
FoneBox aims to address most issues at the first point of contact without the need for this formal complaints process. However, this policy may be used if the complaint cannot be resolved immediately or if it runs alongside other relevant policies.
This policy does not apply to grievances related to FoneBox’s staff conduct. For staff-related concerns, other procedures, such as the Whistleblowing Policy or a complaint to a line manager, should be followed.
Complaint Handling Process
Complaints should be directed to FoneBox via the preferred contact method. We will make every effort to resolve complaints during the initial contact by referring to our Terms of Service for clarification and a possible solution. If the issue is not resolved at this stage, the complainant is invited to submit the complaint in writing for further review under this policy. Written complaints can be sent via email to sales@fonebox.co.uk or through our official Facebook page.
Upon receiving a written complaint, FoneBox will acknowledge receipt within 24 hours and aim to provide a detailed response within 5 working days. A named individual will be responsible for addressing the complaint.
FoneBox endeavors to resolve all complaints within five calendar weeks. If more time is required, the complainant will be informed of the updated timeframe.
If confidentiality is requested, the complainant must state this in their complaint. While efforts will be made to respect confidentiality, some details may need to be shared with trusted third parties for resolution. Should the complainant not wish to share personal details, FoneBox may not be able to take further action on the complaint, depending on its nature. This will be clearly stated in the final resolution.
This policy is available upon request and will be provided when a written complaint is received.
Receipt of Complaint
Once a complaint is received, it will be acknowledged within 5 working days by the relevant person, including confirmation of confidentiality, if requested. The next steps for addressing the complaint will be outlined.
Investigating the Complaint
FoneBox will investigate the complaint by gathering relevant facts and evidence, referring to the Terms of Service as necessary. If requested, one verbal representation may be allowed, and a mutually agreed-upon time will be set for this.
FoneBox operates a zero-tolerance policy towards abusive behavior, and any such behavior will result in termination of the complaint process.
Complaint Decision
Within the agreed time frame, FoneBox will respond to the complainant with a decision on whether the complaint is upheld. This response will outline the reasons for the decision and any actions taken by FoneBox, in accordance with GDPR regulations.
The decision is final, and any resolution offered will be based on adherence to our Terms of Service. If a complaint is upheld, FoneBox will offer a mutually agreeable solution, such as an alternative product or a reasonable refund. If the offer is declined, one final resolution will be made.
If the complainant has not followed the Terms of Service, the complaint will be deemed void. FoneBox does not accept liability for any incidental or third-party losses arising from a complaint.
In the case of a complaint being rejected, the complainant will be notified using their preferred contact method. All decisions made by FoneBox are final.
