fbpx

Table of Contents

Purpose

At Social Workshop Ltd, we strive to provide the best possible experience to our valued customers.

We understand that sometimes issues may arise, and we welcome your feedback and complaints as an opportunity to improve our services.

This policy outlines our approach to handling complaints and the steps we take to resolve them promptly and fairly.

The complaints process

1. Complaint Submission

1.1. We encourage customers to submit their complaints in writing to ensure accuracy and clarity.

  • Email us: compliance@socialsync.io
  • Write to us: FAO Compliance Team, Social Workshop Ltd, Moorgate House, Clifton Moor Gate, York, England, YO30 4WY

1.2. When submitting a complaint, please provide the following information:

    1. Your full name and contact details.
    2. A clear description of the issue or complaint.
    3. Any relevant supporting documentation or evidence.
 
2. Receipt of Complaint

2.1. Upon receiving a complaint, we will acknowledge its receipt within 24 hours (or the next business day) via email.  This acknowledgement will include the name of the representative handling the complaint and their contact information.

2.2. If the complaint is submitted through our customer support portal, you will receive an automated notification confirming the receipt of your complaint.

3. Complaint Investigation and Resolution

3.1. Our designated representative will thoroughly investigate the complaint, considering all relevant information and documentation provided.  We aim to resolve complaints as quickly as possible, typically within 5 business days of receiving the complaint.

3.2 If you are not happy with our response please let us know as soon as possible.  Your complaint will be referred to a more senior member of staff, who will carry out a review and let you know the outcome.

3.3 If you remain dissatisfied with our response you can contact the ICO or Fundraising Regulator.

Revision history

VersionDateDescription of Changes
V1August 31st, 2022Policy created and published
V2May 23rd, 2022Process updated