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IMTF Customer Complaints Policy

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1. Introduction: IMTF is committed to providing excellent products/services and exceptional customer experiences. However, we recognize that occasionally, issues may arise that require resolution. This policy outlines the process for handling customer complaints effectively and efficiently.

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2. Definition of a Complaint: A complaint is any expression of dissatisfaction from a customer regarding our products, services, or interactions with our company, whether received verbally, in writing, or through any other communication channel.

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3. Complaint Handling Process:

  • All complaints received by IMTF will be acknowledged promptly, usually within 72 Hours.

  • Complaints will be handled with sensitivity, confidentiality, and fairness.

  • Upon receipt of a complaint, an investigation will be conducted to understand the nature and circumstances of the complaint.

  • We aim to resolve complaints as quickly as possible, with regular updates provided to the customer throughout the process.

  • Appropriate corrective actions will be taken to address the root cause of the complaint and prevent recurrence.

  • The customer will be informed of the outcome of the investigation and any actions taken to address the complaint.

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4. Channels for Submitting Complaints: Customers can submit complaints through the following channels:

All complaints will be recorded and tracked to ensure timely resolution.

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5. Escalation Process: If a customer is not satisfied with the resolution provided, they may request escalation to a higher level of management or seek alternative dispute resolution mechanisms, such as mediation or arbitration.

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6. Monitoring and Review:

  • This policy will be periodically reviewed and updated as necessary to ensure its effectiveness and compliance with relevant standards and regulations.

  • Feedback from customers will be solicited to identify opportunities for improvement in our complaint handling process.

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7. Compliance:

  • All employees of IMTF are required to comply with this policy and support its implementation.

  • Failure to comply with this policy may result in disciplinary action, up to and including termination of employment.

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IMTF is committed to addressing customer complaints promptly and effectively to maintain trust and satisfaction.

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Date of Policy Implementation: 05/05/2024

Last Review Date: 05/05/2024

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N.Allcock

Nicola Allcock

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