Customer Complaint Policy for Toast Design Consultancy Limited.

Introduction

At Toast Design Consultancy Limited, we are committed to delivering high-quality services that meet the expectations of our clients. We understand, however, that there may be times when our services may not meet our clients’ expectations or standards. Our Customer Complaint Policy has been developed to ensure all complaints are addressed promptly, fairly, and effectively.

Objective

The objective of this policy is to enhance our services, customer satisfaction, and client retention by:

• Providing a clear and concise process for handling complaints.
• Ensuring all complaints are handled in a professional and timely manner.
• Taking appropriate actions to resolve complaints to the satisfaction of our clients.
• Using complaints as feedback to improve our services and customer experiences.

Scope

This policy applies to all employees of Toast Design Consultancy Limited, including management, staff, and any individuals directly or indirectly involved in our service delivery.

Complaint Handling Process

1. Receipt of Complaint: All complaints should be submitted in writing via our designated email address, contact form on our website, or through direct communication with our project managers. We encourage clients to include as much detail as possible, including the nature of the complaint, any relevant dates, and preferred contact information.
2. Acknowledgement: Upon receipt of a complaint, we will acknowledge it within 2 business days, providing the complainant with a complaint reference number and the name of the person handling their complaint.
3. Assessment and Investigation: The complaint will be assessed and may require further investigation. We will review the services provided, communicate with the involved staff, and may contact the client for additional information.
4. Resolution: Once the assessment and investigation are complete, we will propose a resolution to the client. Our goal is to resolve all complaints to the satisfaction of our clients within 10 business days of receipt of the complaint.
5. Follow-Up: After the resolution has been accepted, we will follow up with the client to ensure that the resolution has been implemented satisfactorily and to gauge client satisfaction.
6. Documentation and Review: All complaints and the outcomes will be documented and reviewed periodically to identify any trends or systemic issues. This analysis will be used to improve our services and complaint handling processes.

Confidentiality

All complaints will be handled with confidentiality and in accordance with applicable data protection regulations.

Continuous Improvement

Our Customer Complaint Policy is a key component of our continuous improvement process. Feedback obtained through this process will be used to refine our services, enhance customer satisfaction, and prevent future complaints.

Policy Review

This policy will be reviewed annually to ensure it remains effective, relevant, and in alignment with our commitment to providing exceptional service to our clients.