Customer Care.
Professional support dedicated to client success and high-standard service delivery. We provide assistance to ensure your requirements are met with precision.
COMPLAINTS POLICY & PROCEDURE
The Complaints policy of OVRT Limited is to ensure all complaints are recorded, investigated and resolved to our customers and their representative’s satisfaction together with other third parties. Always ensuring (where possible) the complainant is fully in agreement with the proposed corrective action.
Whilst it is our intention to have ZERO complaints, this can only is achieved through effective monitoring, measuring and recording.
By ensuring this policy is maintained we will be able to demonstrate our commitment to continuous improvement through customer satisfaction for the benefit of all stakeholders.
Making a Formal Complaint
If you are dissatisfied with the way your problem has been dealt with by a front line member of staff, we encourage you to ask to speak to the manager for the section concerned. If the manager is unavailable, you should ask to speak to the Operations Director. You have the choice as to whether you wish to have your formal complaint dealt with by telephone, letter, or e-mail.
info Required Information
You should include as much information as possible, including the nature of the problem, the date the problem occurred and details of who you have spoken to at OVRT Limited about the problem. You should also tell us what you think we should do to resolve your complaint. Please remember to provide full details of the address where you would like the response to be sent.
Receipt of the complaint will be acknowledged on the same day that it is made. Letters will be sent out first class on the day of receipt.
Internal Investigation
We undertake to treat the complaint confidentially and to investigate it impartially and thoroughly.
Written Report
A written report will be sent within 10 working days, although every effort will be made to respond in five working days.
Details of the investigation and our proposed remedial action will be included within the response. Details of all complaints will be kept on the complaint file and used to assist staff training and annual performance appraisals.
Appeals Process
If you are still unhappy with the response you receive from the Operations Director, you may request that the Managing Director reviews your complaint and the way in which it was dealt with. The Managing Director will ensure that your complaint has been dealt with fairly in line with our policies and procedures.
You will receive a further written response from the Managing Director within 10 working days of your appeal being received, although our target is 5 days.