Customer Complaints Policy Summary

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Introduction: 
Action PAs is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels.
We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.
As a valued customer of our, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
Summary: 
We want to resolve your complaint as soon as possible. Please contact Electra Savvidou, Managing Director on [email protected], 01454 527750, and we will do our best to deal with your complaint as speedily as possible.
Our Responsibilities: 
To provide an efficient, fair and structured mechanism for handling complaints
To provide our customers with access to the complaints handling process
To keep customers informed as to the progress of their complaint and the expected timeframe for resolution
Handling Your Complaint: 
  • Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days

Please include

  • Your name and contact details.
  • Name of the person you have been dealing with.
  • Nature of your complaint.
  • Details of any steps you have already taken to resolve the complaint.
  • Details of conversation you may have had with us that may be relevant to your complaint.
  • Copies of any documentation which supports your complaint
  • We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
  • Our aim is to resolve complaints in a timely manner and we would wish to resolve this within 14 working days.
  • If your complaint is complex and may take longer to resolve, you will be updated regularly as to the progress.
Process: 
If you have a complaint regarding the service provided to you, we urge you to telephone in the first instance. Our objective is to resolve this during your first contact with us.
If you prefer to put your complaint in writing, we will respond to you and confirm any details in writing if you request us to do so.
Complaints received are dealt with at the highest level in a timely manner.
When your complaint is resolved, we will confirm this with you within 14 working days.