Complaints Procedure

Effective Date: 01/07/2024

At Visad, we are committed to providing high-quality services and maintaining clear and open communication with our clients. We recognize that occasionally things may go wrong, and we value feedback that helps us to improve our services. This Complaints Procedure outlines the steps you can take if you are dissatisfied with any aspect of our service.

1. How to Make a Complaint

If you have a complaint, please follow the steps outlined below:

Step 1: Informal Resolution

• Initial Contact: In the first instance, we encourage you to discuss your concerns directly with the staff member involved. Many complaints can be resolved quickly through direct communication.
• Contact Information: You can contact us by phone at +44 2080508848 ( Working Hours 10:00 to 17:00) or by email at info@visad.co.uk.

Step 2: Formal Complaint If you are not satisfied with the response you receive or if you prefer to raise the matter formally, please submit a written complaint to us.

• Written Complaints: Address your complaint to the Complaints Manager.
• Email: info@visad.co.uk
• support@visad.co.uk

2. Information to Include in Your Complaint

To help us investigate your complaint efficiently, please include the following information in your written complaint:

• Your full name and contact details.
• A clear description of your complaint, including relevant dates and times.
• Details of any previous correspondence or communication regarding the issue.
• What you would like us to do to resolve your complaint.

3. Our Response

Acknowledgment

• We will acknowledge receipt of your complaint within five working days.

Investigation

• We will investigate your complaint thoroughly. This may involve reviewing relevant documentation and speaking with staff members involved.

Response

• We aim to provide a full response within 15 working days of receiving your complaint. If the investigation takes longer, we will keep you informed of the progress and provide an estimated completion date.

Resolution

• We will inform you of the outcome of the investigation and any actions we propose to take to resolve your complaint. If you are satisfied with the response, we will consider the matter closed.

4. Escalation

If you are not satisfied with the outcome of your complaint, you may request a further review. Please address your request for escalation to the Senior Management Team at the same contact details provided above. The Senior Management Team will review your complaint and our initial response, and they will provide a final decision within 15 working days.

5. Confidentiality

All complaints will be handled with the utmost confidentiality. Information about your complaint will only be shared with those who need to know in order to investigate and resolve the matter.

6. Continuous Improvement

We take complaints seriously and use them as an opportunity to improve our services. We will review the nature of complaints periodically and implement changes where necessary to prevent similar issues from arising in the future.

7. Contact Us

If you have any questions about our Complaints Procedure or need assistance in making a complaint, please contact us at:

Email: info@visad.co.uk

Phone: +44 7405074515

This Complaints Procedure was last updated on 01/07/2024.