Complaints Policy | kiltti.co.uk

Complaints Policy & Procedure

1. Introduction

Kiltti aims to provide its customers, members and service users with the best possible service. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect.

Your continued goodwill is greatly valued by us, and we would expect to resolve any day-to-day difficulties or complaints informally and as quickly as possible. Responding to complaints, comments and compliments is part of providing a high-quality service.

All complaints will be taken seriously and investigated accordingly. Complainants will be notified of the outcome of their complaint in writing where appropriate.

Kiltti recognises that it is every person’s right to use the formal procedure and Kiltti will do everything it can to make that process as easy and straightforward as possible for the person making the complaint.

2. Scope

This policy and connected procedure are intended to provide a means to resolve a dispute between Kiltti and any external complainant. Complaints are likely to be in one or more of the following areas:

Dissatisfaction with Kiltti’s service: for example, inadequate work, unacceptable delay or failure to deliver a service.
Disputes between customers and the organisation regarding policy, procedures or activities.
Discourtesy or unhelpfulness on the part of Kiltti staff members.

This policy and procedure concerns complaints from customers of the Kiltti’s, an organisation or members of the public.

3. General Procedure

Where there is dissatisfaction with the service provided by Kiltti, the service user has a right to raise this, either formally or informally. Both types of complaint will be treated seriously and will be reviewed for learning outcomes.

When someone wishes to register a complaint, the following procedures should be adopted.

By implementing this complaints procedure, Kiltti aims to ensure that any concerns are resolved promptly, efficiently, and to the highest standard.

4. Informal Complaint

In the first instance we would expect you to raise any complaint directly with the member of staff concerned.

If a comment is made about the service, which indicates dissatisfaction, Kiltti will deal with it as an informal complaint.

Informal complaints may be resolved through discussion and mutual agreement. Written confirmation of the outcome should be sent if requested and should always include any learning or procedure change that Kiltti has implemented as a direct result of the complaint.

The more formal procedure outlined below is intended for use where informal communication has not resolved the problem. If the matter is not resolved to the complainant’s satisfaction they will be advised to make a formal complaint.

5. Formal Complaint

1. Making a Complaint

If you are not satisfied with our products or services, you can make a complaint by:

Email: Send your complaint to complaints@kiltti.co.uk

Phone: Call us on 01728 663799 during business hours.

Letter: Write to us at
Kiltti Ltd, c/o MJB Avanti, Office 12, Epsilon House, West Road, Ipswich, Suffolk, IP3 9FJ.

Please provide as much detail as possible, including your name, contact information, the nature of your complaint, and any relevant dates or order numbers. Please consider using the Complaints Form at the bottom of this page or you can download a complaints form PDF here . Once you have printed it out you can fill it in by hand and post to the above address.

2. Acknowledgement of Complaint

We will acknowledge receipt of your complaint within 2 working days of receiving it. We will let you know who will be handling your complaint and provide you with an estimated timeline for resolving the issue.

3. Investigating the Complaint

We will conduct a thorough investigation of your complaint. This may involve:

Speaking to the staff members involved.
Reviewing any relevant documents, communications, or transactions.
Gathering any other necessary information.

We aim to complete our investigation within 10 working days. If we need more time, we will inform you of the delay and provide a revised timeline.

4. Resolution

Once we have completed our investigation, we will contact you with the outcome. This may include:

A formal apology.
An explanation of what went wrong.
Details of any action we are taking to prevent the issue from happening again.
An offer of compensation or a goodwill gesture (where applicable).

We will aim to resolve your complaint to your satisfaction. If you are not satisfied with the resolution, you can request a further review by a different Director.

5. Escalation

If you remain dissatisfied after our review, you may wish to seek independent advice or escalate your complaint to a relevant regulatory body, the Citizens Advice Bureau, Trading Standards, or any industry-specific ombudsman.

6. Continuous Improvement

We will keep a written record and monitor all formal complaints received. This record will include the nature of complaints, time taken to respond, action taken and outcomes. Outcomes will be monitored in terms of user satisfaction and implications for future service delivery and training. The data will be anonymised in line with GDPR.

We will review any and all complaints to identify any trends or recurring issues. This helps us improve our products, services, and customer experience. Your feedback is essential to this process.

7. Confidentiality

All complaints will be handled confidentially and in accordance with our Privacy Policy, Data Protection Policy and General Data Protection Regulations (GDPR).

8. Contact us.

If you have any questions about this procedure or need further assistance, please contact us via:

By email: hey@kiltti.co.uk

By phone: 07964040210

Address: Kiltti Ltd, c/o MJB Avanti, Office 12, Epsilon House, West Road, Ipswich, Suffolk, IP3 9FJ.

9. Monitoring and review

The Directors of Kiltti Ltd will keep this policy and procedure under review.

It will be reviewed at least every two years, or sooner if there are significant changes to legislation, good practice or Kiltti’s structure.

This policy has been approved for issue by the Directors of Kiltti Ltd.