Symple Complaints Procedure

1. Purpose

At Symple, we are committed to providing high-quality customer service. We take all complaints seriously and view them as an opportunity to improve our service and customer experience.

This procedure explains how customers, suppliers, and other stakeholders can raise a complaint and how we will manage and resolve it.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction regarding our services, staff, processes, or any aspect of our business operations where a response or resolution is expected.

3. How to Make an initial complaint

In the first instance, we would encourage you to discuss any problems with the Customer Success Team by phone on 01618833452 or email support@symple.co.uk. If this does not resolve your concerns, then the Company's formal procedure can be invoked.

Stage 1

If the initial approach does not satisfactorily deal with your concerns, we ask that you put your complaint in writing to the Customer Success Team. In order that we can help resolve your concern as quickly and efficiently as possible, we ask you to provide the following information when detailing your complaint to us:

-Your name, address email address and a daytime telephone number on which you can be contacted.

-A clear description of your complaint, giving concise details of what you believe has gone wrong.

Your complaint will be acknowledged within 7 working days of receipt, and you will be advised of the timescale for our reply, which will usually be within 28 working days. An internal investigation into your complaint will be undertaken and, following completion of the same, you will be provided with a full response with details of what actions we have taken or will take. It is hoped that this response will resolve the matter to your complete satisfaction.

Written complaints may be submitted by:

• Email -support@symple.co.uk
• Post: Symple, Beech Court, M60 Office Park, Salford, M27 8FF

4. Acknowledgement

We will acknowledge receipt of your complaint within five (5) working days of receiving it.

Our acknowledgement will include:

• Confirmation that the complaint has been received
• Information about the next steps in the process

5. Investigation

We will investigate all complaints fairly, impartially, and confidentially.

The investigation may include:

• Reviewing relevant records and documentation
• Speaking with employees or other individuals involved
• Requesting additional information where necessary

We aim to complete investigations and provide a substantive response within 14 working days of acknowledging the complaint. If additional time is required, we will keep you informed of progress and revised timescales.

6. Outcome

Following our investigation, we will provide a written response outlining:

• Our findings
• Any actions taken or proposed
• Any remedial measures, where appropriate
• Information regarding escalation if you remain dissatisfied

Possible outcomes may include:

• An explanation of events
• An apology
• Corrective action
• Service improvements
• Other reasonable appropriate resolutions

7. Escalation

If you are dissatisfied with the outcome of your complaint, it will first be referred to our CEO for review. If you remain dissatisfied following the CEO's review, you may escalate your dispute to the relevant industry accreditation body applicable to your complaint. A full response will be provided to you within 28 days of the escalation.

8. Record Keeping

Symple maintains records of all complaints received, investigations undertaken, outcomes reached, and any resulting improvements. Complaint records will be handled in accordance with applicable data protection and confidentiality requirements.

9. Continuous Improvement

We regularly review complaints and feedback to identify trends, improve our services, and enhance customer satisfaction.

10. Contact Information

For complaints or questions regarding this procedure, please contact:

Symple
support@symple.co.uk
0161 883 3452
Beech Court, M60 Office park, Salford, M27 8FF