SERVICE AND ABUSE COMPLAINTS PROCEDURE

1. INTRODUCTION

FluidOne endeavours at all times to deliver a professional, courteous service to all of our customers. While we work hard to provide a high quality service to our customers, we are aware that sometimes a service is not delivered at the level expected.

The first port of call for these occasions should be the assigned relationship and/or account manager, who are best placed to engage resource within the business to achieve a prompt resolution.

In the event this resource is unable to resolve the matter appropriately, or if the complaint is concerning the resource itself, then we are keen to understand what has gone wrong. To this end, we have put in place a Customer Complaint Procedure; available on request or via the FluidOne website.


2. SCOPE

This procedure covers all complaints regarding the quality of service delivered by any member of staff, or any of the services offered by FluidOne.


3. SUBMITTING A COMPLAINT

Complaints should be emailed to csm@fluidone.com, or submitted via any FluidOne service employee.

Complaints are recorded and tracked using an email ticketing system and assigned to a senior member of staff through to resolution. A written explanation of the investigation will be provided at the earliest possible opportunity, including any identified outcomes if available.

All complaints should contain as much detail as possible about the event, including any relevant correspondence/ documentation.


4. COMPLAINT HANDLING STANDARDS


5. MONITORING

FluidOne will monitor all Complaints to identify any patterns or underlying problems. Monitoring will be carried out on all complaints received and trends will be analysed according to:


6. APPLICABILITY

This document is applicable to all FluidOne staff and contractors.


7. CHANGE CONTROL


Version Date Status (i.e. Draft or Issue) Summary Description of Change(s) Approver (Job Title)
0.1 11/06/14 Draft New Document JB
0.2 16/06/14 Draft Second Draft CR
1.0 02/07/14 Issue First Issue CR/SM
2.0 17/01/19 Issue General update PW