Complaints Policy

1. DEFINITIONS

1.1 – In this Complaints Policy, the following expressions have the following meanings:

2. PURPOSE OF THIS COMPLAINTS POLICY

2.1 Open Space Concepts welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our goods and/or services, our customer service, or about our employees, we not only want to resolve it to your satisfaction but also want to learn from it to improve our business and customer experience in the future.

2.2 It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. The aims of this Complaints Policy are:

2.2.1 To provide a clear and fair procedure for any customers who wish to make a Complaint about Open Space Concepts, our goods and/or services, our customer service, or about our employees.

2.2.2 To ensure that everyone working for or with Open Space Concepts knows how to handle Complaints made by our customers.

2.2.3 To ensure that all Complaints are handled equally and in a fair and timely fashion.

2.2.4 To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.

3. WHAT THIS COMPLAINTS POLICY COVERS

3.1 This Complaints Policy applies to the sale of goods and/or the provision of services by Open Space Concepts, to our customer service, and to our employees.

3.2 For the purposes of this Complaints Policy, any reference to Open Space Concepts also includes our employees.

3.3 Complaints may relate to any of our activities and may include (but not be limited to):

3.3.1 The quality of customer service you have received from us.

3.3.2 The behavior and/or professional competence of our employees.

3.3.3 Delays, defects, or other problems associated with the sale of goods by us.

3.3.4 Delays, defects, poor workmanship, or other problems associated with the provision of services by us.

3.4 The following are not considered Complaints and should be directed to the appropriate department:

3.4.1 General questions about our goods and/or services.

3.4.2 Matters concerning contractual or other legal disputes.

3.4.3 Formal requests for the disclosure of information under applicable legislation.

4. MAKING A COMPLAINT

4.1 All Complaints should be made in one of the following ways:

4.1.1 In writing, addressed to Customer Care, Open Space Concepts, Unit B3, Sneyd Trading Estate, Staffordshire, ST6 2EB

4.1.2 By email, addressed to the Customer Care Team at customercare@openspaceconcepts.co.uk.

4.1.3 By contacting us by telephone on 0808 168 0043.

4.2 When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

4.2.1 Your name, address, telephone number, and email address.

4.2.2 If you are making a Complaint on behalf of someone else, that person’s name and contact details, as well as your own.

4.2.3 If your Complaint relates to a specific transaction, the Sales Order number or Invoice reference number.

4.2.4 If your Complaint is about a particular employee of ours, the name and, where appropriate, position of that employee.

4.2.5 Further details of your Complaint including all times, dates, events, and people involved.

4.2.6 Details of any documents or other evidence you wish to rely on in support of your Complaint.

4.2.7 Details of what you would like Open Space Concepts to do to resolve your Complaint and to put things right.

5. HOW WE HANDLE YOUR COMPLAINT

5.1 Open Space Concepts operates a three-stage complaints handling procedure. Following our Complaints Procedure, our aim is to resolve Complaints to your satisfaction at Level One without further recourse to Level Two or Level Three. If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two. If you are not satisfied at the end of Level Two, your Complaint may be escalated to Level Three, at which point it will be handled by a Senior Member of the Management Team.

5.2 Level One:

5.2.1 Upon receipt of your Complaint, the Customer Care team will log the Complaint in our complaints log and acknowledge receipt of it in writing within 1 working day, giving you a Complaint Reference.

5.2.2 When we acknowledge receipt of your Complaint, we will provide details of your Level One Complaint Handler, either the Customer Care Advisor to whom your original Complaint was directed or another appropriate member of our team.

5.2.3 If your Complaint relates to a specific employee, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. Communication between you and the employee in question should take place only via the Level One Complaint Handler.

5.2.4 If we require further information or evidence, the Level One Complaint Handler will contact you as quickly as possible. We aim to resolve Level One Complaints within 5 working days, providing you with full details of our investigation, conclusions, and any action taken.

5.2.5 Regardless of the outcome, you will be reminded of your right to appeal our decision and escalate the Complaint to Level Two.

5.3 Level Two:

5.3.1 If you are not satisfied with the resolution of your Complaint at Level One, you may request escalation to Level Two within 2 working days.

5.3.2 Escalation requests should be directed to your Level One Complaint Handler, who will forward the request to an appropriate Level Two Complaint Handler.

5.3.3 If your Complaint relates to a specific employee, that person will be informed of your Level Two Complaint and given a further opportunity to respond. Communication between you and the employee in question should take place only via the Level Two Complaint Handler.

5.3.4 If we require further information or evidence, the Level Two Complaint Handler will contact you as quickly as possible. We aim to resolve Level Two Complaints within 10 working days, providing you with full details of our investigation, conclusions, and any action taken.

5.3.5 Regardless of the outcome, you will be reminded of your right to appeal our decision and escalate the Complaint to Level Three.

5.4 Level Three:

5.4.1 If you are not satisfied with the resolution of your Complaint at Level Two, you may appeal the decision within 7 working days, escalating the Complaint to Level Three.

5.4.2 Appeals should be directed to your Level Two Complaint Handler, who will forward the request to an appropriate Appeal Handler.

5.4.3 If your Complaint relates to a specific employee, that person will be informed of your Appeal and given a further opportunity to respond. Communication between you and the employee in question should take place only via the Appeal Handler.

5.4.4 If we require further information or evidence, the Appeal Handler will contact you as quickly as possible. We aim to resolve Level Three Complaints within 14 working days, providing you with full details of our investigation, conclusions, and any action taken.

5.4.5 Our decision at this stage is final.

6. CONFIDENTIALITY AND DATA PROTECTION

6.1 All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees of Open Space Concepts who need to know to handle your Complaint.

6.2 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used, and held in accordance with the provisions of UK data protection law, and your rights thereunder, as set out in our Privacy Notice available from our website.