I want to raise a complaint - Complaints Policy & Procedure

If you would like to raise a complaint, please read the below information.

Clever® Company is committed to providing a high-quality service to everyone we deal with. In order to do this, we need you to give us any comments about our service and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat a complaint as any expression of dissatisfaction with our service or products, which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service. A complaint is an expression of dissatisfaction, whether justified or not.

Our policy covers complaints about:

• The standard of our products.
• The standard of service we provide.
• The service provided by our advisor.

Our complaints policy does not cover:

• Matters that have already been fully investigated through this complaints procedure.
• Anonymous complaints.
• Complaints about access to information where procedures and remedies are set out in legislation, eg Freedom of Information Act, Data Protection Act.

Our standards for handling complaints

• We treat all complaints seriously, whether they are made by phone, letter, email or webchat.
• You will be treated with courtesy and fairness at all times - we would hope, too, that you will be courteous and fair in your dealings with our staff at all times.
• We will deal with your complaint promptly.

Confidentiality

All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 2018.

Our complaint procedure

We have a three-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure. The stages of the complaints procedure:

Stage 1

This is the first opportunity for us to resolve a complainant’s dissatisfaction and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by our Customer Service Team who may need to speak to other departments depending on the nature of the complaint. 

Stage 2

If you are dissatisfied with our Customer Service's attempts to resolve your complaint, we may escalate your complaint if there are grounds to do so. Once a complaint has been escalated, you will be contacted by our Escalations Team within two working days to discuss the complaint in further detail.

Stage 3

A member of our Escalations Team will thoroughly investigate the issue and provide you with an outcome along with communication regarding what has been investigated and the actions carried out. The outcome of this investigation will be full and final.

Comments

The quality of our service is extremely important to us. Therefore, learning from complaints is a good way of helping to improve and develop the way Clever® Company works. As well as learning from your complaints we are also interested in other ideas you may have on how we might do things better.

We will use your comments to help improve our service and the way we do things. However, the 2-stage procedure outlined above does not apply to comments.

Unreasonable Behaviour

All complaints will be processed in accordance with this policy. However, during this process staff may refuse to have contact with someone if there is evidence of unreasonable complainant behaviour.

Definition of Unreasonable Complainant Behaviour

Repeated instances of contact are likely to be the most common occurrence of unreasonable behaviour. These occur when people cannot or will not accept a decision (or the explanation or position offered) by our Customer Services and/or Escalations Team.

In most instances when we consider someone’s behaviour unreasonable, we will explain why and ask them to change it. We will also advise them, that if the behaviour continues, we may take action to restrict their contact with Clever® Company and our staff. Single incidents may be unacceptable but continuous unreasonable behaviour will usually be found when the complainant shows the following behaviour over time:

• Refusing to accept that certain issues are not within the scope of a complaints procedure.
• Insisting on the complaint being dealt with in ways that are incompatible with the adopted complaints procedure or with good practice.
• Making unjustified complaints about staff who are trying to deal with the issues, and seeking to have them replaced.
• Refusing to accept the decision; repeatedly arguing points with no new evidence.

Unreasonable Complainant Behaviour - Aggressive or Abusive

Instances where complainants display aggressive or abusive behaviour that would be considered unreasonable. This includes language (oral or written) or behaviour that may cause staff to feel threatened or abused. Examples include (but not limited to):

• A threat directed at any Clever® Company member of staff or the company itself.
• Aggressive or threatening manner, which continues after the customer has been asked to change their behaviour or attitude.
• Swearing, if it is abusive, threatening or unnecessarily persistent or vulgar.
• Verbal abuse.
• Racist, sexist, or homophobic language.
• Derogatory remarks.
• Offensive language.
• Making inflammatory statements 
• Raising unsubstantiated allegations.

Clever® Company has a zero-tolerance policy towards threatening or prejudicial behaviour towards any member of staff. Whilst we accept that those in contact with us may feel frustrated, it is not considered acceptable when that frustration manifests as aggression directed towards our staff. In these circumstances, we may refuse to have further contact with the perpetrator.

When experiencing such behaviour, staff are obliged to raise this with their managers, record it and alert other staff and Human Resources as appropriate. Consideration is given by managers to reporting matters to the police. 

How to raise a complaint

You can raise a complaint by using the below contact details:

Submit a request (Our preferred method)

We recommend using our "Submit a request" web form to contact us, as it will suggest relevant articles based on the information you provide. This will also allow us to closely track the progress of your journey with us. You can do this by clicking here or the Clever® button below.

Give us a call

If you'd like to speak to one of our agents over the phone, please call us on [phone] or by clicking the Call us button below. 

Chat with us

You can also start a webchat with one of our agents by going to CleverCompany.com and clicking on the Help button. The button will pop up in the bottom right-hand corner of the page when one of our agents are available.

Drop us a DM

If you're a Facebook user, you can send us a direct message by visiting our CleverSpaUK Facebook page, or by clicking the Send Message button below. 

Pop a letter in the post

If you would like to send us a letter in the post, please address it to Clever Company and send it to:

Tudor Point
Tudor Road
Manor Park
Runcorn
Cheshire
WA7 1BD
United Kingdom

For any marketing, social or PR queries, please contact [e-mail].

Opening hours:

Monday to Thursday - 9 am to 5 pm.
Friday - 9 am to 4 pm
Weekends - Closed
Bank holidays - Closed 

Recording complaints

We will log all complaints we receive so that we can monitor the types of problems, the best way to sort them out and how long we are taking to deal with them. This also helps us to take a closer look at how we can improve our own service delivery. We will handle your information in line with data protection legislation.