Customer Support

1. Purpose

This complaints policy ensures that all complaints are handled consistently, fairly, and effectively. It also aims to address and resolve complaints from clients, partners, and stakeholders promptly and improve our services based on the feedback received.

2. Scope

This policy applies to all complaints received by Outrank regarding our services, staff, and any other aspects of our operations.

3. Definitions

• Complaint: An expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by the agency or its staff.
• Complainant: The person or entity making the complaint.

4. How to Make a Complaint

Complaints can be made through the following channels:

• Email: [email protected]
• Phone: 01642 931 380
• Mail: 1 River Court, Riverside Park Road, Middlesbrough, TS2 1RT

5. Complaint Handling Procedure

1. Acknowledgement:

   • All complaints will be acknowledged within two business days of receipt.
   • The acknowledgement will include the name and contact details of the person handling the complaint.

2. Investigation:

   • A thorough investigation will be conducted to gather all relevant facts and information.
   • The complainant may be contacted for additional information or clarification during this process.

3. Resolution:

   • We aim to resolve all complaints within ten business days. If more time is required, the complainant will be informed of the reasons for the delay and a new timeframe.
   • The resolution will be communicated to the complainant, including any actions to address the issue.

4. Escalation:

   • If the complainant is unsatisfied with the resolution, they may request a review by a senior manager.
   • The senior manager will review the complaint and provide a final response within five business days.

5. Record Keeping:

   • All complaints and outcomes will be documented and retained for at least two years.
   • This information will be used to identify trends and areas for improvement.

6. Confidentiality

All complaints will be handled with strict confidentiality. Information will only be shared with those needing knowledge to resolve the complaint.

7. Continuous Improvement

We are committed to continuously improving our services. Complaints will be reviewed regularly to identify trends, root causes, and areas for improvement. Feedback from complaints will enhance our policies, procedures, and staff training.

8. Contact Information

For any questions or further information about our Complaints Policy, please get in touch with us at:

• Email: [email protected]
• Phone: 01642 931 380