KKD Finance Customer Complaints Procedure Policy

1. Purpose:
The purpose of this Customer Complaints Procedure Policy is to establish a transparent, fair, and efficient process for customers to raise concerns or complaints related to products or services provided by KKD Finance. We are committed to addressing customer concerns promptly and effectively to maintain a positive relationship with our clientele.

2. Scope:
This policy applies to all customers and clients of KKD Finance.

3. Principles:
Our complaints procedure is based on the following principles:

a. Confidentiality: All complaints will be handled with discretion to protect the privacy of customers.

b. Fairness: All parties involved will be treated fairly and impartially throughout the process.

c. Timeliness: Complaints will be addressed promptly to resolve issues efficiently.

d. No Retaliation: Reporting a complaint will not result in any adverse actions against the complainant.

4. Reporting a Complaint:
Customers can report a complaint by following these steps:

a. Informal Resolution: In many cases, complaints can be resolved informally by discussing the issue with a customer service representative or another appropriate point of contact. Customers are encouraged to resolve their concerns at this level when appropriate.

b. Formal Complaint: If an informal resolution is not possible or if the customer is not comfortable with an informal approach, they should submit a formal written complaint to the office. The complaint should include the following details:
– Date and time of the incident
– Description of the issue
– Any relevant order or transaction information

5. Investigation:
Upon receiving a formal complaint, the organization will initiate an investigation. The investigation may include interviews with relevant parties, document review, and any necessary actions to gather relevant information. The investigator will be impartial and will ensure the privacy of those involved.

6. Resolution:
Once the investigation is complete, the organization will determine an appropriate resolution. This may involve corrective actions, such as refunds, replacements, policy changes, or process improvements. The customer will be informed of the outcome.

7. Appeals:
If the customer is not satisfied with the resolution, they may request an appeal. The appeal process will involve a higher-level authority or an independent third party to review the complaint and resolution process.

8. Documentation:
All customer complaints, investigations, and resolutions will be documented and retained in accordance with applicable laws and regulations.

9. Non-Retaliation:
No customer will experience any adverse actions or retaliation for raising a complaint in good faith.

10. Review and Continuous Improvement:
KKD Finance will periodically review and update this policy to ensure its effectiveness and alignment with best practices. Feedback from the complaint process will be used for continuous improvement.

11. Communication:
This policy will be communicated to all customers through the company’s website, customer service representatives, and other relevant channels.

12. Contact Information:
info@KKDFinance.com or written to our office, Unit 1 Richard Oakes Rd, Aylsham, Norwich NR11 6FD.