Complaints Policy

1. Terminology

1.1 Within this Complaints Policy, the following terms are defined as:

• “Appeal”: Your request to move a Complaint from Level Two to Level Three if you are unsatisfied with the resolution at Level Two.
• “Appeal Handler”: A senior employee at RevLock LTD, such as a Director, who will oversee and resolve Level Three Complaints.
• “Business Day”: Any weekday (excluding Saturdays and Sundays) when banks in the United Kingdom are open for standard operations.
• “Complaint”: Any expression of dissatisfaction regarding the products AND/OR services provided by RevLock LTD, our customer service, or our staff.
• “Complaints Policy”: This document outlining our approach to handling complaints.
• “Complaints Procedure”: The internal process used by RevLock LTD to manage and resolve Complaints, which can be accessed at www.revlock.co.uk for reference.
• “Complaint Reference”: A unique identifier assigned to each Complaint to facilitate tracking throughout the resolution process.
• “Level One”: The initial stage of our complaint resolution process, where your Complaint will be managed by a Level One Complaint Handler.
• “Level One Complaint Handler”: A Customer Service Agent at RevLock LTD responsible for handling Complaints at the first level.
• “Level Two”: The next stage of our complaint resolution process, where you can appeal the outcome of a Level One Complaint, and it will be reviewed by a Level Two Complaint Handler.
• “Level Two Complaint Handler”: A Management-level employee at RevLock LTD who manages Complaints at the second level.
• “Level Three”: The final stage in our complaints handling process, where an appeal against a Level Two decision is handled by an Appeal Handler.

2. Purpose of This Policy

2.1 RevLock LTD values and encourages feedback from our customers. If you have concerns about our products AND/OR services, customer service, or staff, our goal is not only to resolve the issue to your satisfaction but also to use your feedback to improve our operations and customer experience.
2.2 Our policy is to address Complaints promptly and fairly, aiming to resolve them without the need for formal investigations or external intervention. Specifically, this policy aims to:
2.2.1 Provide a transparent and equitable process for customers to submit Complaints about RevLock LTD’s products AND/OR services, customer service, or staff;
2.2.2 Ensure that all employees and associates of RevLock LTD understand how to handle customer Complaints;
2.2.3 Guarantee that all Complaints are addressed consistently, fairly, and in a timely manner;
2.2.4 Gather important insights from Complaints to prevent similar issues in the future.

3. Scope of This Policy

3.1 This policy applies to the sale of goods AND/OR services by RevLock LTD, as well as our customer service and staff.
3.2 For the purposes of this policy, any reference to RevLock LTD includes our employees.
3.3 Complaints can relate to any aspect of our business, including but not limited to:
3.3.1 The quality of customer service received from RevLock LTD;
3.3.2 The behavior and/or professional competence of our employees;
3.3.3 Delays, defects, or other issues related to the sale of goods by RevLock LTD;
3.3.4 Delays, defects, poor workmanship, or other issues related to the provision of services by RevLock LTD.
3.4 The following are not considered Complaints under this policy and should be directed to the appropriate department:
3.4.1 General inquiries about our products AND/OR services;
3.4.2 Issues related to contractual or legal disputes;
3.4.3 Formal requests for information disclosure, such as those required under applicable legislation.

4. How to File a Complaint

4.1 Complaints regarding our products AND/OR services, customer service, or employees can be submitted in the following ways:
4.1.1 By email, addressed to our Complaints Department at info@revlock.co.uk;
4.1.2 By phone, by calling us at 0208 123 5633.
4.2 When filing a Complaint, please provide the following details as comprehensively as possible:
4.2.1 Your name, address, phone number, and email address (We will contact you via your preferred method as we process your Complaint);
4.2.2 If filing on behalf of someone else, include their name and contact details along with your own;
4.2.3 If the Complaint concerns a specific transaction, provide the reference number or other relevant identifiers;
4.2.4 If the Complaint involves a particular employee, provide their name and, if applicable, their position;
4.2.5 Detailed information about the Complaint, including dates, times, and individuals involved;
4.2.6 Any documents or evidence that support your Complaint;
4.2.7 Your desired outcome or how you would like RevLock LTD to resolve the issue (Please note that while we strive to meet reasonable requests, we are not obligated to take action beyond our legal or contractual responsibilities).

5. Complaint Resolution Process

5.1 RevLock LTD follows a three-stage process for handling Complaints. Our aim is to resolve issues at Level One without needing to escalate to Level Two or Level Three. However, if you are unsatisfied at the conclusion of Level One, you may escalate your Complaint to the next level.
5.2 Level One:
5.2.1 Upon receiving your Complaint, the Complaints Department (as outlined in Section 4.1) will log it in our system and acknowledge receipt within 3 Business Days, providing you with a Complaint Reference.
5.2.2 If your Complaint involves a specific employee, they will be notified and given an opportunity to respond. Communication between you and the employee should only occur through the Level One Complaint Handler. We ask that you refrain from directly contacting the employee involved during the resolution process.
5.2.3 If additional information or evidence is required, the Level One Complaint Handler will contact you promptly. We request that you provide the necessary details as soon as possible to avoid delays. If you cannot provide the requested information, we will do our best to proceed without it, though please be aware that we will only request additional information if it is crucial to resolving your Complaint.
5.2.4 We aim to resolve Level One Complaints within 28 Business Days. However, in more complex cases, this may not be possible. If delays occur, we will inform you of the expected timeline and the reasons for the delay.
5.2.5 At the conclusion of Level One, regardless of the outcome, we will provide you with a summary of our investigation, our conclusions, and any actions taken. If you are not satisfied, you may appeal the decision and escalate the Complaint to Level Two.
5.3 Level Two:
5.3.1 If you are not satisfied with the outcome at Level One, you may request escalation to Level Two within 7 Business Days. At this level, your Complaint will be handled by a Management-level member of our team.
5.3.2 Escalation requests, including your original Complaint Reference, should be submitted to your Level One Complaint Handler, who will forward them to the appropriate Level Two Complaint Handler. Receipt of the escalation request will be acknowledged within 3 Business Days.
5.3.3 If your Complaint involves a specific employee, they will be informed of the escalation and given another opportunity to respond. Communication should continue to occur only through the Level Two Complaint Handler.
5.3.4 If additional information or evidence is required, the Level Two Complaint Handler will contact you promptly. We ask that you provide the necessary details as soon as possible to avoid delays. If you cannot provide the requested information, we will do our best to proceed without it, though please be aware that we will only request additional information if it is crucial to resolving your Complaint.
5.3.5 We aim to resolve Level Two Complaints within 28 Business Days. However, in more complex cases, this may not be possible. If delays occur, we will inform you of the expected timeline and the reasons for the delay.
5.3.6 At the conclusion of Level Two, regardless of the outcome, we will provide you with a summary of our investigation, our conclusions, and any actions taken. If you are not satisfied, you may appeal the decision and escalate the Complaint to Level Three.
5.4 Level Three:
5.4.1 If you are not satisfied with the resolution at Level Two, you may appeal the decision within 7 Business Days, escalating the Complaint to Level Three, where it will be handled by one of our Directors.
5.4.2 Appeals, including your original Complaint Reference, should be submitted to your Level Two Complaint Handler, who will forward them to the appropriate Appeal Handler. Receipt of the appeal will be acknowledged within 3 Business Days.
5.4.3 If your Complaint involves a specific employee, they will be informed of the appeal and given another opportunity to respond. Communication should continue to occur only through the Appeal Handler.
5.4.4 If additional information or evidence is required, the Appeal Handler will contact you promptly. We ask that you provide the necessary details as soon as possible to avoid delays. If you cannot provide the requested information, we will do our best to proceed without it, though please be aware that we will only request additional information if it is crucial to resolving your Complaint.
5.4.5 We aim to resolve Level Three Complaints within 28 Business Days. However, in more complex cases, this may not be possible. If delays occur, we will inform you of the expected timeline and the reasons for the delay.
5.4.6 At the conclusion of the Level Three process, regardless of the outcome, we will provide you with a summary of our investigation, our conclusions, and any actions taken. Our decision at this stage is final.

6. Confidentiality and Data Protection

6.1 All Complaints and related information are treated with the utmost confidentiality. This information will only be shared with RevLock LTD employees who need it to resolve your Complaint.
6.2 We may request your permission to use details of your Complaint (with personal information removed) for internal training and quality improvement. If granted, you may withdraw your consent at any time by contacting our Complaints Department, as outlined in Section 4.1.
6.3 All personal data collected (including your name and address) will be managed in compliance with UK data protection laws, including the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003. Your rights are outlined in our Privacy Policy, available at www.revlock.co.uk.

7. Questions and Additional Information

For any questions or further details regarding this Complaints Policy or our Complaints Procedure, please contact our Complaints Department by phone at 0208 123 5633, or by email at info@revlock.co.uk.

8. Policy Responsibility and Review

8.1 The Complaints Team at RevLock LTD holds overall responsibility for this Complaints Policy and its implementation.
8.2 This Complaints Policy undergoes regular reviews and updates as necessary.
8.3 This Complaints Policy was adopted on [Date].
8.4 This Complaints Policy was last reviewed on [Date].