Complaint Policy

Introduction

Acwyre Ltd (the Company) values all feedback, whether positive or negative, as it helps us enhance the services we provide. We recognise that, despite our best efforts, complaints may arise.

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We are committed to handling all complaints fairly, consistently and in a timely fashion. Anyone who raises a concern will be safeguarded against victimisation and harassment. Any form of retaliation, discrimination, or adverse treatment as a result of raising a concern will not be tolerated.

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We will use complaints and feedback to drive continuous improvement in our service delivery.

 

Definition of a Complaint

The Company defines a complaint as “An expression of dissatisfaction, however made, about actions taken or a lack of action”. When there is uncertainty about whether a communication expresses dissatisfaction, we will take a cautious approach and classify it as a complaint.

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This policy is for external complaints only, not for complaints or grievances from employees or contractors working on behalf of the Company.

 

How We Handle Complaints

If you have a complaint or would like to contact us to provide us with any feedback, please contact us at Resolutions@acwyre.co.uk. Complaints may also be identified through welcome contact points initiated by the Company. All complaints will be tracked and recorded.

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Upon receipt of a complaint, the Company will aim to acknowledge it within two working days and strives to resolve all complaints promptly. Response times will vary depending on the severity of the complaint, typically ranging from 3 to 7 working days. More complex matters may require additional time to ensure a thorough and fair investigation before resolution.

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The Company is committed to conducting a thorough investigation into all complaints and taking appropriate action to minimise the risk of recurrence. This process may include collecting statements from relevant parties, reviewing available evidence such as video recordings or phone calls, and examining any previously documented concerns to support a fair outcome.

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A decision will be made based on the information gathered, with reference to the Company’s complaints matrix guidance document.

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The complaints matrix serves as a guideline for categorising complaints. It is available to the Company’s clients upon request. While it provides structured guidance, it is not exhaustive and should be treated as a reference tool rather than a definitive rulebook. Once a resolution is reached, the Company will promptly communicate the findings and any actions taken.

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All complaints will be handled with confidentiality and in line with relevant data protection legislation.

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For further questions about our complaints handling policy, please contact us using the details provided above.

 

 

Further Review and Appeals

If the complainant is not satisfied with the outcome of the complaint, they may request a further review. The Company will carry out a final internal review and provide a response within five working days. If the matter remains unresolved to the complainant’s satisfaction, we will provide details of any relevant external body or regulator to whom the complaint can be escalated - such as the Fundraising Regulator, the Information Commissioner’s Office (ICO), or other appropriate organisations.

 

Continuous Improvement

The Company is committed to continuously improving the service we provide to clients, maintaining compliance with relevant regulators, and refining our complaint handling process by actively incorporating lessons learned from each complaint.

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To support this commitment, the Company has implemented a range of continuous improvement initiatives, below are some examples of this:

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• Regularly review and analyse the root causes of complaints to identify recurring issues or trends.

• Raise awareness of complaint trends across all marketing companies and contractors and provide preventative training.

• Provide training and development for staff and contractors involved in the complaint to enhance their skills and knowledge.

 

By fostering a culture of continuous improvement and applying insights gained through complaint handling, the Company aims to enhance the quality of its services and build stronger, more resilient relationships with stakeholders.