Complaints Policy

1. Introduction At 5 and Above, we are committed to providing high-quality services and maintaining excellent client relationships. However, we recognise that there may be times when our services do not meet expectations. This policy outlines the process for raising and handling complaints in a fair, transparent, and timely manner.

2. How to Make a Complaint If you are dissatisfied with any aspect of our service, please contact us as soon as possible using one of the following methods:

Email: steve@5above.co.uk
Post: [Your Business Address]
Phone: [Your Contact Number]

Please provide your name, contact details, a clear description of the complaint, and any relevant supporting information.

3. Complaint Handling Process Upon receiving a complaint, we will:

Acknowledge receipt within 5 working days.
Investigate the complaint thoroughly, which may involve reviewing records, consulting relevant personnel, and assessing the circumstances.
Provide a formal response with our findings and proposed resolution within 14 working days.
If further investigation is required, we will inform you of the revised timescale and keep you updated.

4. Possible Resolutions Depending on the nature of the complaint, we may offer one or more of the following resolutions:

A full explanation and, if applicable, an apology.
Remedial action to correct the issue.
A refund or alternative resolution if applicable.

5. Escalation Process If you are not satisfied with our response, you may request a review by a senior member of our team. The review will be conducted within 10 working days, and we will provide a final decision.

6. External Resolution If you remain dissatisfied after our internal review, you may seek independent advice or escalate the complaint to a relevant regulatory body, such as Trading Standards or the Information Commissioner’s Office (ICO) (for GDPR-related issues).

7. Continuous Improvement We use complaints as an opportunity to improve our services. We will review and assess complaints periodically to identify any recurring issues and enhance our procedures.

8. Contact Us For any questions regarding this policy, please contact us at steve@5above.co.uk.