Complaints Process of Bostico International LTD
We are passionate about supporting our customers, and rarely do we have complaints about our services. However, even in the best of worlds, issues occasionally arise that need to be addressed. If you have a complaint about our organisation we want to know about it as soon as it arises and we will do our best to put it right. Bostico International LTD views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our Customer Complaints Procedure has the following goals:
To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint and ensure it is clear and easy to use for anyone wishing to make a complaint;
To deal with complaints fairly, efficiently and effectively;
To make sure everyone at Bostico International LTD knows what to do if a complaint is received;
To ensure that all complaints are handled in a consistent manner throughout;
To increase customer satisfaction and make sure that complaints are, wherever possible, resolved and that relationships are repaired;
To use complaints constructively in the planning and improvement of all services.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Bostico International LTD.
Who can complain?
Anyone who is receiving a service under any Bostico International LTD brand or has been refused a service, which they think they may need.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with the company Directors.
How to complain
Many complaints can be resolved informally. In the first instance contact us on 0845 388 9263 or complaints@bostico.uk and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who, if they are available, will be happy to talk to you to try to sort the matter out. However, should the manager in question happen to be absent, please leave your contact details with the person you are speaking to for a call back when that manager becomes available. In all cases, we recommend that you make a note of the name of the person you speak to, and if a solution is offered at this point, make a note of this as well.
Escalation
If after discussing your concerns you are dissatisfied with the response provided, or the way your issue has been dealt with, you may make a formal complaint by writing to us at the address below, providing your contact and account details and the outstanding complaint.
The Managing Director
Bostico International
106 Old Christchurch Road
Bournemouth, Dorset
BH1 1LR
You will receive acknowledgment of your complaint in writing or via telephone within 24 hours of receiving the complaint. An investigation will be carried out into the issues raised and a full response will be provided within 7 days. If the issue is complicated it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.