Complaints and Dispute Resolution Policy

1. Introduction

Genuine Way Limited ("the Company") is committed to providing high-quality services and ensuring a positive experience for our customers. However, we recognise that from time to time, customers may have concerns or complaints. This Complaints and Dispute Resolution Policy outlines the procedures by which the Company will handle complaints and resolve disputes efficiently, fairly, and in compliance with relevant UK laws, including the Consumer Rights Act 2015, Financial Services and Markets Act 2000, and other applicable regulations.

2. Purpose of the Policy

The purpose of this policy is to:

  • Provide clear and transparent procedures for customers to raise complaints.
  • Ensure complaints are dealt with fairly, consistently, and promptly.
  • Resolve disputes in a way that meets legal requirements and customer expectations.
  • Improve our services based on feedback from customers.

3. Scope

This policy applies to all customers, clients, and service users of  Genuine Way Limited. It covers all complaints regarding the Company’s products, services, staff, or conduct, and outlines how complaints will be handled in accordance with UK law.

4. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction made by a customer, either verbally or in writing, regarding the Company’s products, services, or conduct. This can include issues such as:

  • Poor service or product quality.
  • Delays or failures in service delivery.
  • Unresolved issues regarding fees or charges.
  • Dissatisfaction with how a transaction or interaction was handled.

A dispute arises when a complaint cannot be resolved through normal processes and requires a formal review or legal action.

5. Complaints Handling Procedure

The Company aims to resolve complaints quickly and efficiently. The following steps outline the complaints handling process:

Step 1: Acknowledging the Complaint

  • Customers can make a complaint by phone, email, or in writing. The Company will acknowledge receipt of a complaint within 3 business days of receiving it.
  • The Company will provide a clear timeline for resolving the complaint and offer an initial response as soon as possible.

Step 2: Investigation of the Complaint

  • The Company will review the details of the complaint, including gathering all relevant information, documents, and accounts related to the issue.
  • A senior staff member or manager will be assigned to investigate the complaint, ensuring an unbiased and thorough approach.
  • The Company aims to complete the investigation within 15 business days. If this is not possible, the customer will be informed of the reasons for the delay and provided with a new expected resolution date.

Step 3: Resolution and Response

  • Once the investigation is complete, the Company will provide a formal written response to the customer detailing the outcome of the investigation and any actions taken to resolve the issue.
  • If the complaint is upheld, the Company will offer an appropriate remedy or compensation in line with the issue.
  • If the complaint is not upheld, the customer will be provided with a clear explanation of the reasons why the complaint was not supported.

Step 4: Escalation

  • If the customer is not satisfied with the resolution, they can request that the complaint be escalated to a higher level within the Company.
  • The Company will appoint a senior manager or director to review the complaint, ensuring that an impartial second opinion is given. The review process should be completed within 10 business days.

6. Dispute Resolution

If a dispute arises and cannot be resolved within the Company’s internal complaints handling procedure, the Company will encourage the customer to use alternative dispute resolution (ADR) or external bodies such as:

  • Ombudsman Services: For certain regulated sectors, the customer may be entitled to refer their complaint to an ombudsman. The relevant ombudsman (e.g., Financial Ombudsman Service for financial services) will provide an independent, impartial review.
  • Mediation or Arbitration: The Company may suggest or offer mediation or arbitration services as an alternative to litigation to resolve disputes amicably.
  • The Company will provide the customer with details of the ADR options available.

 

7. Time Limits for Making a Complaint

Customers are encouraged to raise complaints as soon as possible after the incident occurs. In general, complaints should be submitted within 6 months of the issue arising, although this period may vary depending on the specific industry or service. The Company will review each complaint on a case-by-case basis.

8. Remedies and Compensation

If the complaint is upheld, the Company may provide the following remedies, depending on the nature of the complaint:

  • A formal apology for the inconvenience caused.
  • A full or partial refund, depending on the circumstances.
  • A replacement or repair of faulty goods or services.
  • A goodwill gesture or compensation for distress or inconvenience caused.

9. Record-Keeping and Monitoring

The Company will maintain a record of all complaints, including the details of the complaint, investigation, actions taken, and the outcome. These records will be kept confidential and in compliance with data protection laws.

The Company will regularly monitor complaints to identify trends and areas for improvement. The data will be used to inform improvements in products, services, and customer interactions.

10. Customer Rights

Customers have the right to:

  • Be treated fairly and respectfully during the complaint process.
  • Have their complaint reviewed impartially and thoroughly.
  • Receive a clear explanation of any decisions or outcomes.
  • Be informed about external dispute resolution mechanisms if the complaint cannot be resolved internally.

11. Contact Details for Making a Complaint

Customers can submit complaints using the following methods:

  • Email: info@genuineway.co.uk
  • Postal Address: Portland House, Belmont Business Park, Durham, England, DH1 1TW

12. Review of the Policy

This Complaints and Dispute Resolution Policy will be reviewed regularly, and updated where necessary, to ensure it remains compliant with relevant laws and provides the best possible service to customers. Any significant changes will be communicated to customers.

Last Updated: March 2025