Complaints Procedure

Introduction

At The Branded Company, we strive to provide our customers with the best possible experience. However, we understand that sometimes things may go differently than planned, and you may have concerns or complaints about our products or services. This complaints procedure ensures that any issues you encounter are addressed promptly and effectively.

Scope

This complaints procedure applies to all customers of www.thebrandedcompany.co.uk who wish to raise concerns or complaints about our products, services, or staff conduct.

Our Commitment

• We will treat all complaints seriously and handle them with professionalism and confidentiality.
• We will acknowledge receipt of your complaint within 3 working days and provide regular updates on the progress of our investigation.
• We will strive to resolve your complaint satisfactorily and fairly, aiming to achieve a mutually acceptable outcome.
• We will use complaints as an opportunity to learn and improve our products and services.

How to Raise a Complaint

If you have a complaint, you can raise it with us through one of the following channels:

1. Online Contact Form: Visit our website and fill out the online form available in the "Contact Us" section. Please provide as much detail as possible to help us understand the nature of your complaint.
2. Email: Send an email to This email address is being protected from spambots. You need JavaScript enabled to view it.. Make sure to include your contact information and a detailed description of your complaint.
3. Phone: Call our customer service team at 0116 298 2555 during our operating hours. Our representatives will assist you in lodging your complaint.

Mail: You can also send a written complaint to Chet Patel - The Branded Company

Unit D14

Leicester Business Center

111 Ross Walk

Leicester

LE4 5HH

Please include your contact details and a clear description of your complaint.

Acknowledgment of Complaint

Upon receiving your complaint, we will send you an acknowledgement email (if submitted online) or contact you via your preferred method of communication within 5 working days. This acknowledgement will include a team contact for your complaint, which you should use in any further correspondence regarding the issue.

Investigation and Resolution

Once we have acknowledged your complaint, we will thoroughly investigate the matter. This may involve:

• Reviewing any relevant documentation or records.
• Interviewing staff members involved in the issue.
• Contacting you for additional information or clarification.

We aim to resolve complaints as quickly as possible, usually within 10 working days. However, complex issues may require more time for investigation. During this period, we will keep you informed of our progress and any delays that may arise.

Communication

Throughout the complaints process, we will communicate openly and transparently with you. We will provide regular updates on the status of your complaint and inform you of any findings or proposed resolutions.

If we require additional time to investigate your complaint, we will notify you and provide an estimated timeframe for resolution.

Escalation

If you are not satisfied with the outcome of our investigation or the way your complaint was handled, you have the right to escalate the matter further. You can request a review by a more senior member of our team or seek mediation through a third-party dispute resolution service.

Details of how to escalate your complaint will be provided in our final response to you.

Confidentiality and Data Protection

We understand the sensitive nature of complaints and will treat all information provided to us with the strictest confidentiality. Your personal data will be handled in accordance with our privacy policy and applicable data protection laws.

Feedback and Continuous Improvement

At The Branded Company, we value customer feedback and see complaints as an opportunity to improve our products and services. After your complaint has been resolved, we may contact you to gather feedback on your experience and identify areas for improvement.

Your feedback is invaluable to us, and we will use it to enhance the quality of our offerings and the overall customer experience.

Conclusion

We hope that you never have reason to use this complaint procedure. However, if you do encounter any issues or concerns, please rest assured that we are here to help. Our dedicated team is committed to promptly addressing your complaints and ensuring you are satisfied with the outcome.

Thank you for choosing The Branded Company. We appreciate your business and strive to exceed your expectations in every interaction.

If you have any questions or require further assistance, please do not hesitate to contact us.