Legal Documents

Customer Complaints Policy

Dyneval is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels from the CEO down. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible. As a customer of ours, 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 complaints as soon as possible. Please call our customer service team on +44 (0) 7594 649214 or email us at contact@dyneval.com and we’ll do our best to fix any problems or concerns you may be having, as soon 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, including those customers with disabilities and special needs.

• To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.

• Review complaints on a weekly basis so that we can improve our standard of customer service.

Handling Your Complaint:

• Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 24 hours.

• 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 will generally resolve a matter within 3 business days.

• Complex complaints may take longer than 10 business days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.

• We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.

• We may impose a charge for handling your complaint in special circumstances.

• Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you. If your complaint is upheld in your favour, and we have charged you complaint handling fees, we will refund you the full amount of the fees charged within 30 days.

Step One:

If you have a complaint regarding any aspect of your account or dealings with Dyneval, we urge you to telephone our Customer Service, on +44 (0) 7594 649214, in the first instance. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us. If you prefer to put your complaint in writing, we will respond to your letter and will confirm any details in writing if you request us to do so. When you discuss your complaint with us, we can assist you to clarify and formulate the complaint. You can also make a complaint via email at contact@dyneval.com

Step Two:

Complaints made to the company are overseen by our customer service management. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 10 Business Days, or longer (in which case we will update you with a reason for the delay and the expected timeframe). If you are not satisfied with the response tendered to you, you may ask Customer Service Management to escalate your complaint to senior management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible (depending on availability).

Step Three:

When your complaint is resolved, we will confirm this with you within 24 hours . If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to the following outside bodies:

Trading Standards Scotland,

Civic Centre South,

John Dickie Street,

Kilmarnock

KA1 1HW 

www.tsscot.co.uk

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