Complaints policy

Owner: HoQ

Reviewed: 01/04/2018

Our aim is to handle complaints fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress being sought.

Complaining:

We have made it as easy as possible for you to complain or comment on our service.

You can complain for any of the following websites:

The legal company is CPR Global Tech, all other names are trading names

Either

* contact (0)800 652 7780, leave your details and ask for the Head of Quality to contact you back

* e-mail the Head of Quality directly:

* write to:

Head of Quality

U E2

Lakeside Technology Park

Swansea, Wales, UK SA7 9FF

* Use the "Bounce ideas with us" social tab at the bottom of this page

If you want to be forgotten, if you want us to delete all your data, contact any of the following e-mails:

Acknowledging your complaint

We will send an acknowledgement within 2 business days from receipt of your complaint. We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this outside of the time limit that we are prepared to consider.

Investigating your complaint

Your complaint will be investigated by the customer services manager and overseen by the Head of Quality. We will be as thorough as possible and aim to resolve your complaint promptly, giving you reasons for our decision. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint and will have the authority to settle the complaint. If we are unable to send you a final response within 2 weeks we will contact you and explain why. We will then endeavour to issue our final response within the next 4 weeks.

Informing you of our decision

We will write to you with a full account of our investigation and inform you of our decision. This may, for example, be a payment to make up for a loss incurred, or a statement to say we believe that your concerns are unfounded along with our reasons so that you can see that we have provided a fair reasoned judgement. Following the completion of our investigation, you will be given a period of 8 weeks to respond to the final letter provided. We will consider the complaint resolved if we do not hear from you within this time period.

If you remain unhappy after we have issued a final response we will organise a video meeting to organise an independent process.

DATA PROTECTION POLICY/ PRIVACY NOTICE

CPR Global Technology is committed to protecting the privacy and security of your personal information. Our employee Privacy Notice is written in accordance with the General Data Protection Regulation (GDPR) and it applies to all the data linked to our customers, employees and contractors.

This was reviewed in April in the light of GDPR and worlwide contracts