COMPLAINTS HANDLING PROCEDURE

At GDAD, customer relations is something that we strive to maintain and improve. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure.

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Every customer has a right to make a complaint to GDAD.

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HOW CAN I MAKE A COMPLAINT?

A complaint can be made by any reasonable means, either by letter or email:

You can complain in writing to:

Customer Relations,

GDAD Main Office

Sunrise House,
2nd Floor
Hulley Rd
Macclesfield
Cheshire
SK10 2LP

Or by e-mail: ella@getdynamicanddigital.com

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WHAT HAPPENS NEXT?

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• On making a complaint you will receive an acknowledgement either in writing or by email within 5 working days of receipt. Our Customer Relations Department will thoroughly investigate your concerns and a full and final response will be issued within 4 weeks.

• All complaints will be investigated by a person of sufficient competence who was not directly involved in the matter which is the subject of the complaint. Whoever investigates the complaint will have the authority to settle the complaint.

• If, after 4 weeks, we are not in a position to issue a final response we will provide reasons for the delay and indicate, in writing, when we expect to be able to issue our final response.

• Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept.

• If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your complaint will be closed.

 I’M NOT SATISFIED WITH THE RESPONSE…WHAT CAN I DO?

• If we are unable to resolve your complaint, or if a complaint is not resolved after 4 weeks then you can have the complaint independently looked at by the ASA,  The regulator may agree to investigate your issues.

• If you wish to refer your complaint to the ASA this must be done within 3 months of our final response to your complaint, to refer a complaint, ASA contact details are as follows - www.asa.org.uk

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