Complaint Policy
Context and overview
1.0 Scope of Policy
This policy document outlines how Exdo Tech Ltd will review, will deal with and will respond to complaints from our clients and staff. The Business Director has overall responsibility for managing and resolving complaints all organization complaints.
2.0 Has something gone wrong?
In the eventuality that you wish to make a complaint, highlight a concern, or have any comments about the service or treatment you have received from us then please let us know your concerns immediately. Our staff members have a duty to help, to try and resolve any complaints or issues whilst on duty. All complaints have to be logged appropriately in our system to be rendered legit. The Duty Supervisor will be the first point of contact to raise complaints with. In a case the complaint has not been sufficiently dealt with, it can be escalated to our Complaints team. Also, See
the flow chart below. Please do contact us by emailing: info@exdo.tech or by calling 07460885257.
3.0 How we will manage your contact with us?
In cases where the contact is made by telephone, we will try to clarify the issues raised so a that both parties satisfied with the intervention. And if your contact is either by letter or email, a member of the complaints team will more than happy to call you and speak with you within thre working days of receiving your correspondence. In cases we unable for some reason to speak with you, we will send you a letter of acknowledgement within that timescale.
When you make a formal complaint, we will investigate your concerns, or the issues raised, and we aim to provide a full written response within the first 25 working days. In other cases where this
might not be the case or is impossible, either due to the delay in occurrence or maybe the complaint is of a more complex nature, we will keep you informed of progress and a future date for a response will be arranged with you. Exdo Tech Ltd will hope to resolve all issues at a first level of reporting a compliant and we scope a complaint according to the reporting structure.
4.0 What’s next should we get it wrong?
Despite aiming to provide a high-quality service, we do get it wrong and what we do in case that
happens:
- We will offer you an apology
- We will review the customer service we provided to you, and we will manage the complaint and reflect on what happened and what can we learn from the experience.
- We will use your experience to improve our policies and practice and guidelines.
Furthermore, if you have concerns regarding any of the services Exdo Tech Ltd provide, please do not hesitate to contact our admin team who will be more than happy to assist you.
Email: info@exdo.tech
Key details
Policy prepared by: Jack Manjimela
Approved by board / management on: 20 th September, 2022
Policy became operational on: 01 st October, 2022
Next review date: 20 th September,2022
