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Customer Complaint Policy

Introduction

We are committed to providing the best possible service that we can. 


Whilst we do everything we can to deliver a positive customer experience, we recognise that sometimes customers may feel that they have cause to complain about the service they have received.


We encourage all feedback from customers, including complaints, and have developed a Complaints Policy and an associated Complaints Procedure. 


Our Complaints Policy explains our broad approach to handling all complaints. Our Complaints Procedure provides clear information on how individual complaints will be handled.


If you are not satisfied with the way we have handled your complaint, this will be dealt with as a failure of service under the terms of our Complaints Policy.


Aims

Win That Pitch aims to resolve complaints quickly, fairly and effectively. We will:


  • Aim to put things right quickly for our customers when they go wrong
  • Keep our customers informed of the progress of their complaint and the results of any investigation
  • Seek to learn from each complaint to improve future performance
  • Set performance targets for responding to complaints and monitor our performance against these targets
  • Advise our customers of their right to appeal if they remain dissatisfied after their complaint has been through all stages of the internal Complaints Procedure


Implementation

Win That Pitch Complaints Policy will be readily available to customers. Together, they detail how to make a complaint and the timescales for a response from Win That Pitch.


What is a complaint?

A complaint is when a customer tells us that they are not happy with something that we have done or not done, and we have not put things right.


Who is a customer?

A customer is anyone who contacts Win That Pitch to request a service, or is in receipt of a service.


How can a complaint be made?

Any customer wishing to make a complaint can do so, by phone, e-mail, website or letter.


What is the process for making a complaint?

The process for making a complaint is detailed in the Complaints Procedure. This is a single document for use by Win That Pitch colleagues and customers.


Monitoring

Win That Pitch is committed to continuous improvement in service delivery.


Our Service Standards for Complaints are:

  • We will make it easy and straightforward for you to make a complaint
  • We will endeavour to respond to your complaint within the published timescales and keep you informed
  • We will ensure you have a full explanation to your complaint in your preferred format
  • We will tell you if changes have been made to services following your complaint
  • We will review our Complaints Policy at regular intervals.


Responsibilities

We encourage all our team to develop and encouraging good customer care handling practice within their teams.


Compliance with Customer Complaints Policy is the responsibility of all members of the Company who deal with customers.


Procedure

If you are unhappy with the service provided by Win That Pitch we promise to take your complaint seriously and treat it as confidential. 


We also aim to resolve your complaint as speedily as possible.


We are always pleased to receive compliments and complaints because they help us improve the service we provide, both for you and other learners. We're also interested in your ideas for improving our services. We use the information you give only to improve things. Passing on personal information about you is protected by the Data Protection Act.


If you want to complain, here's what you can do:

It helps if you complain straight away to the people involved, as they may be able to put things right immediately. You should make your complaint within 3 months of the event or problem occurring. At any stage, you can register a formal complaint by telephone or email. 


Give as much information as you can, including times, dates, places and names. Contact Win That Pitch on Tel: 0800 029 3739 or email: sayhello@winthatpitch.win.

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