Complaints Management

Introduction

Here You will find information on how we handle complaints. SPENN Team always seeks to ensure a friendly, timely, effective, and efficient complaints management. We always carefully listen to Your concerns and investigate the issue thoroughly. We will communicate in simple ordinary language. Our policy aims at ensuring a unified system of addressing each complaint. To improve the Company’s services, products, routines and processes we may evaluate and use the information received from complaints.


Responsibility

It is Our responsibility to receive and process All Complaints from Our Customers. We have in place a Customer Support Team that is fully dedicated to handling and resolving all Received Complaints. SPENN Team keeps You up to date with Your Complaint’s status throughout the entire processing period.


Definitions

Complaint

"Complaint" in this Policy means a Customer’s expression of dissatisfaction about us, our products, services, staff or the handling of an incident where a response or resolution is explicitly or implicitly expected or legally required.

A complaint covered by this Policy can be distinguished from:

  • staff grievances,
  • responses to requests for feedback about the standard of our service provision (see the definition of “feedback”),
  • reports of problems or wrongdoing merely intended to bring a problem to our notice with no expectation of a response (see the definition of “feedback”),


Feedback

Opinions, comments, expressions of interest or concern, made directly or indirectly, explicitly, or implicitly, to or about us, about our products, services or complaints handling where a response is not explicitly or implicitly expected or legally required.


No detriment

SPENN Team is open to all Our Customers’ Complaints. Rest assured that You will not be adversely affected simply because You have made a complaint.


Anonymous complaints

SPENN Team welcomes Anonymous Complaints. We will carry out an investigation of the issues raised where there is enough information provided.


No charge

SPENN Team does not charge any Fee for processing of complaints. We receive and process all Complaints Free of charge.


Confidentiality

Your Personal information is safe with Us. We do not disclose Your Personal Information except as permitted under the relevant privacy laws and any relevant confidentiality obligations.


Processing time

SPENN Team understands and values Your need for a quick response. We endeavor to process Your Complaint within 14 days unless Special Circumstances justify a longer period, of which You will be notified accordingly. The complaints processing time will in any case not exceed 30 days.


Registration and Documentation

SPENN Team appreciates the value of keeping records. We register all Received Complaints together with all relevant information to ensure effectiveness and availability of all necessary information. We keep the Complaints registers up to date with all the relevant information. We archive all Our Complaints Files together with all relevant documents upon completion of Complaints processing.


The Complaints Procedure

"Complaint" in this Policy means a Customer’s expression of dissatisfaction about us, our products, services, staff or the handling of an incident where a response or resolution is explicitly or implicitly expected or legally required.

A complaint covered by this Policy can be distinguished from:

  1. Notification of a complaint

    You may make a complaint orally, in writing, in person, by phone, by e-mail, or through an inbox message via our Facebook page. Contact information can be found on Our Website or on our Social Media channels.

  2. Acknowledgement of a complaint

    You will receive a complaint acknowledgement along with a complaint reference number as soon as possible and not later than the next working day.

  3. Addressing the complaint

    Our Customer Support Team will then process the Complaint within the shortest time possible. You may be requested for more information in case it is necessary for resolving the Complaint.

  4. The decision

    You will be informed of the outcome of the Complaint, the reasons for the outcome and the available options in the most convenient manner and stated in the language that You understand, preferably Your native language.

  5. Closure and Review

    We will implement and monitor the outcome of a Complaint. We encourage any Customer who has lodged a Complaint and who is dissatisfied with the outcome of the Complaint to seek internal review.