Complaints Policy for Forte Communications

Effective Date: March 2021

At Forte Communications ("we", "our", or "us"), we are committed to providing high-quality services. However, if you are dissatisfied with any aspect of our service, we take your concerns seriously and aim to resolve them promptly and fairly. This Complaints Policy outlines our process for handling complaints in compliance with UK law.

Purpose of the Policy

This policy aims to:

  • Provide a clear procedure for making a complaint.

  • Ensure complaints are handled in a fair, transparent, and timely manner.

  • Promote continuous improvement by learning from complaints.

Scope

This policy applies to complaints received from clients, prospective clients, suppliers, or other stakeholders regarding any aspect of our services or conduct.

How to Make a Complaint

You can make a complaint by contacting us through any of the following channel:

To help us address your complaint effectively, please provide:

  • Your name and contact details.

  • Details of the service or issue you are dissatisfied with.

  • Any relevant evidence or supporting information.

Complaints Handling Process

  1. Acknowledgement:

    • We will acknowledge receipt of your complaint within [5 working days].

    • You will be provided with the name of the person handling your complaint and an estimated timeframe for resolution.

  2. Investigation:

    • We will thoroughly investigate the matter by reviewing all relevant information, speaking to involved parties, and examining any supporting documentation.

  3. Response:

    • We aim to provide a full written response within [20 working days]. If we need more time to investigate, we will inform you of the delay and provide a revised timeframe.

    • Our response will detail our findings, any actions we plan to take, and any resolutions we can offer.

  4. Escalation:

    • If you are not satisfied with our response, you may request a review by a senior member of our team. We will aim to complete this review within [10 working days].

Alternative Dispute Resolution

If you remain dissatisfied after exhausting our internal complaints process, you may refer the matter to an independent dispute resolution service, such as:

  • Alternative Dispute Resolution (ADR): [Insert ADR provider details if applicable]

  • Trading Standards: [Insert relevant contact details if applicable]

  • Solicitor or Legal Advisor: For guidance on further action.

Record Keeping

We will keep a record of all complaints, including the details of the complaint, our response, and any actions taken. These records will be retained for 3 years in line with legal and regulatory requirements.

Continuous Improvement

We review all complaints to identify trends and areas for improvement. Feedback from complaints is incorporated into our policies and procedures to enhance our services.

Contact Us

If you have any questions about this Complaints Policy or require further assistance, please contact us.

Last Updated: November 2024