Purpose:

Unitic Creative Studio is committed to providing high-quality products and services to our customers. We value our customers’ feedback and take all complaints seriously. This policy outlines our procedures for handling customer complaints in a fair, efficient, and effective manner.

Scope:

This policy applies to all customers of Unitic Creative Studio and all staff members who interact with customers.
Objectives:

• To provide a clear and concise procedure for customers to raise complaints.
• To ensure all complaints are investigated and resolved promptly and fairly
• To identify and address any underlying issues or root causes of complaints
• To improve customer satisfaction and loyalty
• To enhance our products and services

What we consider as a customer compliant:

A customer complaint is any expression of dissatisfaction or concern about our products, services, or staff.

Procedure:

1.Receipt of Complaint:

• Customers can raise complaints through various channels (e.g., phone, email, in-person, online form).
• Staff must acknowledge and document all complaints immediately

2. Initial Response:

• We will respond to all complaints within 24 hours, acknowledging receipt and providing a unique reference number.
• We will ask for additional information if necessary.

3. Investigation:

• We will investigate all complaints promptly and fairly.
• We will gather relevant information and evidence.
• We will identify the root cause of the complaint

4. Resolution:

• We will propose a resolution to the customer within 3 working days of the initial response.
• The resolution may include a refund, replacement, repair, or other appropriate solution.

5. Follow-up:

• We will follow up with the customer to ensure the resolution is satisfactory.
• We will document the outcome and any further actions

Guarantee:
We guarantee to:

• Respond to all complaints within 24 hours.
• Investigate all complaints fairly and promptly.
• Propose a resolution within 3 working days.
• Follow up with customers to ensure satisfaction

Staff Training:
All staff members who interact with customers will receive training on this policy and procedure, including:

• How to handle customer complaints.
• How to investigate and resolve complaints.
• How to communicate effectively with customers

Review and Revision:
This policy will be reviewed and revised as necessary to ensure it remains effective and relevant.

Additionally, we will:

• Keep a record of all complaints and their resolution.
• Analyze complaints to identify trends and areas for improvement.
• Use customer feedback to improve our products and services.
• Recognize and reward staff who handle customer complaints effectively

Approval:
This policy has been approved by the Unitic Creative Studio Management
Effective from 25 October 2024