Introduction
MVee Media Ltd. is committed to providing high-quality SEO, Advertising, Web Development, Web Hosting and performance Digital Solutions to its clients. We take all customer complaints seriously and aim to resolve them promptly and efficiently. This policy outlines our complaint handling procedures for all services provided by MVee Media Ltd.
1. Definitions
- Complaint: A statement by a client or potential client of MVee Media Ltd. expressing dissatisfaction with our services or products.
- Complainant: A client or potential client who makes a complaint.
- Respondent: The employee, department or manager of MVee Media Ltd. responsible for handling the complaint.
2.Responsibility
All employees of MVee Media Ltd. have a responsibility to handle complaints effectively and in accordance with this policy. The responsibility for handling complaints rests with the department responsible for the service in question.
3. Complaint Handling Procedure
Step 1: Receipt of Complaint
Complaints can be received by email, phone or in writing. The complaint should be recorded by the recipient and logged onto our complaint management system.
Step 2: Acknowledgment
The complainant will be sent an acknowledgment of the complaint within 2 working days of receipt. This acknowledgment will contain a summary of the complaint and an estimated timescale for resolution.
Step 3: Investigation
The respondent will investigate the complaint and aim to resolve it within 10 working days. If the complaint is complex, it may take longer to resolve, but the complainant will be informed of any delays.
Step 4: Response
Once the investigation is complete, the respondent will send a response to the complainant detailing the outcome of the investigation and any action taken. The response will be sent within 10 working days of the completion of the investigation.
Step 5: Escalation
If the complainant is not satisfied with the response, they may escalate the complaint to a higher level of management. The complaint will be reviewed again, and a response will be provided within 10 working days.
Step 6: Independent Review
If the complainant remains dissatisfied after the escalation, they may request an independent review. The review will be conducted by a senior manager not involved in the initial complaint handling process. The outcome of the independent review will be final.
4. Complaint Management System
MVee Media Ltd. will maintain a complaints management system to record and manage complaints. The system will be accessible to all employees responsible for handling complaints.
5. Monitoring and Reviews
MVee Media Ltd. will monitor complaints to identify any trends or areas for improvement. This policy will be reviewed on an annual basis or sooner if there are changes in legislation or procedures.
Conclusions
MVee Media Ltd. is committed to providing high-quality SEO, Advertising, Web Development, Web Hosting and digital solutions to its clients. We take all customer complaints seriously and aim to resolve them promptly and efficiently. This policy outlines our complaint handling procedures for all services provided by MVee Media Ltd.
Updated May 8th, 2023