At Enthuse, we are committed to providing exceptional service to all our customers and their end users, and ensuring regulatory compliance.
This Complaints Policy overview outlines the procedures and principles that govern our approach to handling complaints from our valued customers.
Handling complaints effectively is crucial to maintaining customer satisfaction and trust in our services. This policy applies to all employees and stakeholders involved in the complaint resolution process.
We value your feedback and want to ensure any issues or concerns are addressed promptly and fairly.
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A brief overview of the Enthuse Complaints Policy
At Enthuse, we are committed to providing exceptional service and support to all our customers. We value your feedback and want to ensure any issues or concerns are addressed promptly and fairly.
What you can expect from us:
We will acknowledge your complaint within 2 business days.
Your complaint will be thoroughly investigated and we will aim to resolve it within 10 business days. If more time is required, we will inform you of the progress.
If we have made a mistake, we will take responsibility and offer a suitable remedy.
If we determine our service was reasonable, we will clearly explain our reasoning.
If you remain dissatisfied, you may request an escalation for further review by management.
What we expect from complainants:
Customers have the responsibility to raise complaints promptly and provide relevant information for investigation.
Complainants have a responsibility to comply with the complaints process
Complainants are expected to communicate with our staff in a respectful and courteous manner at all times. We encourage open and honest communication, but it must be conducted in a considerate and polite tone. Complainants must refrain from using rude, offensive, or abusive language when interacting with our staff. This includes, but is not limited to, the use of profanity, insults, threats, derogatory comments, or any language that could be considered disrespectful.
Complainants are expected to comply with all our policies and procedures, including those related to the complaints process. Any breach of these policies may result in the complaint being dropped.
We are committed to handling complaints impartially, confidentially and fairly. Our goal is to find reasonable resolutions while continuously improving our services based on customer feedback.
Standards of Service:
Customers can expect courteous responses, timely updates, fair investigations, and reasonable resolutions. Abusive behaviour will not be tolerated and may result in a complaint being dropped.
We believe open communication and mutual respect are integral to a positive resolution. While passionate advocacy for your position is understandable, we ask that you refrain from rude, offensive or abusive language when interacting with our staff, any breach of this agreement may result in the complaint being dropped.
Link to the full Enthuse Complaints Policy
You can read our full and complete Complaints Policy by clicking here
Raising a complaint
If you are dissatisfied with our service, you can file a formal complaint by filling out our online complaints form by clicking here