Customer Complaints Policy Summary

BravoBot Ltd.

Compliments and Complaints

Policy and Procedure

Our Aim

BravoBot Ltd. is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

making a compliment or complaint is as easy as possible

we welcome compliments, feedback, and suggestions

we treat a complaint as a clear expression of dissatisfaction with our service, which calls for an immediate response.

we deal with it promptly, politely, and, when appropriate, confidentially

we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken, etc.

we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

resolve informal concerns quickly

keep matters low-key

enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

Definitions

A compliment is an expression of satisfaction about the standard of service we provide.

A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.

Purpose

We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

Responsibilities

BravoBot’s responsibility will be to:

acknowledge the formal complaint in writing;

respond within a stated period of time;

deal reasonably and sensitively with the complaint; and

take action where appropriate.

A complainant's responsibility is to:

bring their complaint, in writing, to BravoBot’s attention normally within 8 weeks of the issue arising;

raise concerns promptly and directly with a member of staff in BravoBot;

explain the problem as clearly and as fully as possible, including any action taken to date;

allow BravoBot a reasonable time to deal with the matter, and

recognise that some circumstances may be beyond BravoBot’s control.

Confidentiality:

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and BravoBot maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

Complaints Procedure:

Written records must be made by BravoBot at each stage of the procedure.

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

A formal complaint can be made either verbally or in writing. If in writing, an approved communication channel (see below) should be used. If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor.

The BravoBot staff member must acknowledge the complaint in writing within one week of receiving it.

The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a written notice must be sent explaining why.

Stage 3

If the complainant is not satisfied with the above decision then a higher member of staff will be convened.

The higher member of staff will examine the complaint and may wish to carry out further interviews, and examine files / notes. They will respond within four weeks in writing. Their decision will be final.

Approved communication channels

Email: [email protected]

Discord support ticket: https://discord.gg/Auw3nVuZgs

Facebook direct message: https://www.facebook.com/bravobotcom

BravoBot also maintains various other communication channels, such as Telegram, and Twitter, however, these channels either do not have direct messaging to support, or require additional steps to send a direct message, thus complainant can try to contact via the aforementioned channels, but there is no guarantee that they would get a response.

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BravoBot Formal Email Complaints Form

You may use this form to make a suggestion or to make a complaint about BravoBot We would like you to return this form as soon as possible.

Your BravoBot email/username

Date of incident

Approximate time of incident

Suggestion / Complaint

What action would you like to be taken?