Complaints Policy & Procedures

Version: 22/08/23

  1. Purpose

Live Like Loyalty is committed to providing a high-quality service and maintaining excellent customer relationships. This policy outlines the procedure for addressing and resolving customer complaints in a fair, transparent, and timely manner.

  1. Scope

This policy applies to all customers, clients, or stakeholders who have engaged with Live Like Loyalty and wish to express dissatisfaction with any of our services.

  1. Definition

A complaint is defined as an expression of dissatisfaction received by Live Like Loyalty related to our services or the manner in which they were delivered.

  1. Principles

– All complaints will be treated seriously, professionally, and with empathy.

– Complaints will be handled promptly, fairly, and confidentially.

– Customers will not be disadvantaged in any way for making a complaint.

– We will learn from complaints to improve our products/services and processes.

  1. Complaint Handling Process

5.1 Submission of Complaint

Customers can submit complaints via the following channels:

– In person at Live Like Loyalty office, Mosaic Building, 13 – 14, Silver Street, Lincoln LN2 1DY

– Phone: +44 (0) 1522 412151

– Email: support@livelikeloyalty.com

5.2 Acknowledgement

Upon receipt of a complaint, Live Like Loyalty will send an acknowledgement within 2 working days confirming the receipt of the complaint.

5.3 Investigation

– Complaints will be investigated by a designated complaint handler who is impartial and not directly involved in the issue.

– The investigation will involve gathering relevant information and discussing the complaint with relevant parties, if necessary.

5.4 Resolution

– We aim to resolve complaints within 7 working days. Complex complaints may require more time, but we will keep the complainant informed of progress.

– A resolution will be provided to the complainant via their preferred communication method.

5.5 Escalation

– If the complainant is not satisfied with the initial resolution, they can request an escalation by contacting Vicky Denby by telephone or email:

– Phone: +44 (0) 1522 412151

– Email: vicky@livelikeloyalty.com

– An escalated complaint will be reviewed by a higher-level manager or team to ensure impartiality and a fair resolution.

5.6 Communication:

– Throughout the complaint handling process, we will maintain open and transparent communication with the complainant, providing regular updates on progress.

– All communication related to the complaint will be documented.

5.7 Closing the Complaint

– Once a complaint is resolved, the complainant will be asked for feedback on their satisfaction with the resolution and the complaint handling process.

  1. Continuous Improvement

We will regularly review and analyse the complaints received to identify trends and opportunities for improvement in our products, services, and processes.

  1. Contact Information

For any queries or concerns related to this policy or the complaint process, please contact:

– Vicky Denby, CEO

– Phone: +44 (0) 1522 412151

– Email: vicky@livelikeloyalty.com

  1. Policy Review

This policy will be reviewed regularly to ensure its effectiveness and relevance.