COMPLAINTS

Purpose & Scope

At Puzzle Creative, we are committed to providing a high-quality service. However, we understand that sometimes things can go wrong. This policy outlines our simple, three-step process for handling complaints, ensuring they are resolved quickly, fairly, and positively.

This policy applies to all our clients and any individual or organisation who interacts with our services.

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Our ADR-First Approach

We believe that open communication and collaboration are the best ways to resolve any issue. Our policy is to always recommend independent, neutral support through Alternative Dispute Resolution (ADR) and mediation.

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Should a dispute arise, we are committed to working with The Dispute Resolution Agency to appoint an independent mediator or another suitable ADR professional. This approach helps find a constructive and mutually agreeable solution, avoiding lengthy or formal disputes.

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Step 1: How to Complain

If you are unhappy with any aspect of our service, please let us know as soon as possible. This allows us to address your concerns promptly.

You can make a complaint by contacting our team via:

• Email: hello@puzzle-creative.co.uk

• Telephone: 01243 884223

 

Please provide your name, contact details, and a clear description of your complaint, including what you would like us to do to resolve it.

We will acknowledge receipt of your complaint within 2 working days.

 

Step 2: Our Response

A senior member of our team will investigate your complaint thoroughly and impartially. We will consider all the information available to us and may need to contact you for further details.

 

We aim to provide a formal written response with the outcome of our investigation within 10 working days of acknowledging your complaint. This response will explain our findings and any actions we propose to take.

 

Step 3: Appeal

If you are not satisfied with our response, you have the right to appeal. Please reply to our response within 10 working days, explaining why you disagree with the outcome.

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Your appeal will be reviewed by a different senior manager who was not involved in the initial investigation. At this stage, we will strongly recommend engaging in mediation or another form of ADR through The Dispute Resolution Agency to help find a resolution.

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We will provide a final written response within 10 working days of receiving your appeal.

 

Outcomes & Remedies

If we find that we have made an error or our service has not met the expected standard, we will take appropriate action. Possible remedies include:

• A formal apology.

• An explanation of the steps we are taking to prevent the issue from recurring.

• A partial or full refund, or a credit for future services.

 

Confidentiality & Data Protection

All complaints will be handled with the utmost confidentiality, in line with UK data protection laws. Information will only be shared with staff members and third parties (such as a mediator) who are directly involved in resolving the complaint.

 

Accessibility & Reasonable Adjustments

We are committed to making our complaints process accessible to everyone. If you require any reasonable adjustments to help you make a complaint, please let us know when you contact us.

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Records & Continuous Improvement

We keep a secure record of all complaints to monitor our performance and identify areas for improvement. This helps us to enhance our services and prevent future issues.

 

Contact Details

To initiate a complaint or for any queries about this policy, please contact us:

Email: hello@puzzle-creative.co.uk
Telephone: 01243 884223