Complaints Procedure

1. Our commitment

At Fenetic Wellbeing, we aim to provide our customers with high-quality products, helpful service and a positive experience.

We recognise that occasionally things may go wrong or that a customer may feel that we have not met their expectations. We take all complaints seriously and will deal with them promptly, fairly, professionally and respectfully.

Our aim is to resolve complaints amicably wherever possible and to use customer feedback to improve our products, services and processes.

2. How customers can make a complaint

Customers can make a complaint by:

• Email: sales@feneticwellbeing.co.uk
  
• Telephone: 0800 567 7618 
  
• Post: Fenetic Wellbeing, Healthcare House, Snaygil Industrial Estate, Skipton, BD23 2QR

Customers should provide, where possible:

• Their name and contact details;
  
• Order number, invoice number or other relevant reference;
  
• Details of the product or service concerned;
  
• A clear description of the problem or reason for the complaint;
  
• Copies of any relevant photographs, documents or correspondence; and
  
• Details of the outcome they would like us to consider.

We will not require a customer to use a particular method of communication where another reasonable method is available.

A complaint may be made verbally or in writing. Where a verbal complaint is received, we will record the relevant details so that it can be properly investigated.

3. Acknowledgement of complaints

All complaints will be acknowledged as soon as reasonably possible and within 7 days at the latest.

The acknowledgement will normally confirm:

• That the complaint has been received;
  
• The nature of the complaint as we understand it;
  
• Who is responsible for dealing with it, where appropriate;
  
• Any further information we require from the customer; and
  
• The next steps in our investigation.

Where possible, we will resolve straightforward complaints promptly without unnecessary escalation.

4. Investigation

We will investigate complaints fairly and objectively.

Depending on the nature of the complaint, this may include reviewing:

• The customer's order and account information;
  
• Invoices, quotations and other contractual information;
  
• Product descriptions and specifications;
  
• Delivery records;
  
• Communications between Fenetic Wellbeing and the customer;
  
• Photographs or other evidence supplied by the customer;
  
• Relevant manufacturer or supplier information; and
  
• Any other information reasonably required to establish what happened.

We will not require a customer to deal directly with a manufacturer, subcontractor, insurer or other third party in order to resolve a complaint that is properly the responsibility of Fenetic Wellbeing.

Where information from a third party is required as part of our investigation, Fenetic Wellbeing will manage that process wherever reasonably possible.

5. Response and proposed resolution

We will provide the customer with an appropriate course of action within 28 days of receiving the complaint.

Our response will explain:

• The outcome of our investigation;
  
• Whether the complaint is upheld, partially upheld or not upheld;
  
• The reasons for our decision;
  
• Any remedy or corrective action we are offering; and
  
• Any further steps available to the customer if the complaint remains unresolved.

Where a complaint is not upheld, we will provide the customer with full details of the reasons for our decision.

Any remedy offered will take into account the customer's rights under applicable consumer legislation, including the Consumer Rights Act 2015, where applicable.

6. Remedies and corrective action

Depending on the circumstances, an appropriate remedy may include:

• Repair or replacement;
  
• Rectification of a service issue;
  
• Refund or partial refund where appropriate;
  
• Re-performance of a service where applicable;
  
• Correction of an error;
  
• Another reasonable remedy agreed with the customer; or
  
• An explanation where investigation establishes that no further remedy is appropriate.

We will consider each complaint on its individual circumstances and will not seek to restrict or remove any statutory rights the customer may have.

Where remedial action is agreed with the customer, Fenetic Wellbeing will carry out that action as soon as reasonably practicable and no later than 8 weeks from the date the customer agrees to the remedial action, unless circumstances outside our reasonable control make this impossible.

Where this occurs, we will keep the customer informed and explain the reason for any delay.

7. Keeping customers informed

We will maintain regular communication with customers while their complaint is being investigated or resolved.

Communication may be by telephone, email or post, depending on the customer's circumstances and preferred method of communication.

If there is a delay in resolving a complaint, we will explain the reason for the delay and provide an update on progress.

We will communicate with customers professionally, politely and respectfully throughout the complaints process.

8. Escalation and unresolved complaints

Our first priority is to resolve complaints directly with the customer.

If a complaint cannot be resolved through our internal complaints procedure, Fenetic Wellbeing will cooperate with an appropriate independent Alternative Dispute Resolution (ADR) service in accordance with the requirements of the Which? Trusted Traders scheme.

Where an ADR service requests information or evidence from Fenetic Wellbeing, we will provide a response within 14 days of the request, in accordance with the Which? Trusted Traders Code of Conduct.

We will cooperate with the ADR process and comply with any applicable requirements or decision of the ADR provider.

Where appropriate, we will provide the customer with details of the relevant ADR process and explain how they can take the matter further.

9. FCA-regulated complaints

If a complaint relates to an activity regulated by the Financial Conduct Authority (FCA), it will be handled in accordance with the applicable FCA complaints requirements and procedure.

10. Consumer rights

Nothing in this complaints procedure is intended to limit or exclude a customer's statutory or contractual rights.

Where applicable, Fenetic Wellbeing will provide remedies in accordance with relevant consumer protection legislation, including the Consumer Rights Act 2015.

Our complaints procedure is intended to provide an additional fair and transparent process for resolving customer concerns.

11. Complaints records

Fenetic Wellbeing will maintain a complaints log containing sufficient information to demonstrate that complaints have been handled appropriately.

Records will normally include:

• Date the complaint was received;
  
• Customer name and relevant order/reference number;
  
• Nature of the complaint;
  
• Investigation undertaken;
  
• Communications with the customer;
  
• Decisions made;
  
• Remedy offered or agreed;
  
• Date the complaint was resolved or closed;
  
• Any escalation or ADR involvement; and
  
• Any lessons or corrective actions identified.

Complaints records will be retained for a minimum of two years, in accordance with the Which? Trusted Traders Code of Conduct.

Personal information contained within complaints records will be handled in accordance with applicable data protection legislation and Fenetic Wellbeing's privacy policy.

12. Learning from complaints

Fenetic Wellbeing will use complaints constructively to identify opportunities for improvement.

Where appropriate, complaints may be reviewed to identify:

• Repeated product or service issues;
  
• Communication problems;
  
• Delivery or fulfilment issues;
  
• Training requirements;
  
• Process improvements; and
  
• Opportunities to improve customer information.

Where a recurring problem is identified, appropriate corrective action will be considered.

13. Staff responsibilities

All employees and representatives of Fenetic Wellbeing are expected to:

• Treat customers fairly and respectfully;
  
• Take complaints seriously;
  
• Record complaints accurately;
  
• Pass complaints to the appropriate person promptly;
  
• Avoid making promises that have not been authorised;
  
• Cooperate fully with investigations; and
  
• Follow this procedure consistently.

No customer will be treated unfairly because they have made a complaint or exercised their legal rights.

14. Management responsibility

The person responsible for managing customer complaints will ensure that:

1. Complaints are acknowledged within the required timescale;
   
2. Investigations are carried out fairly;
   
3. An appropriate course of action is offered within 28 days;
   
4. Agreed remedial action is completed within the required timescale;
   
5. Customers are kept informed;
   
6. Complaints are properly recorded;
   
7. Complaints records are retained for at least two years; and
   
8. Unresolved complaints are dealt with through the appropriate ADR process where required.

15. Review of this procedure

This procedure will be reviewed periodically and whenever there is a significant change to applicable legislation, the Which? Trusted Traders Code of Conduct, Fenetic Wellbeing's business activities or the way customer complaints are handled.