Flotation Energy Compliments and Complaints Procedure
At Flotation Energy, we value feedback from our customers and stakeholders. We believe that compliments and complaints provide us with valuable insights to enhance our products, services, and overall customer experience. We are committed to addressing your feedback in a fair, respectful, and timely manner. To ensure a smooth process, we have established the following Compliments and Complaints Procedure:
Compliments:
We appreciate positive feedback from our customers and encourage you to share your satisfaction with our products, services, or interactions with our team members. Compliments can be conveyed through various channels, including:
- Reviews via our website, Google or social media platforms
- Written compliments through email, letters or using our online form
- In-person compliments to our staff
Upon receiving a compliment, we will acknowledge your feedback. Your compliment will then be shared with the relevant team members to recognize their efforts. We will take the opportunity to understand what it is that we did well to further refine our operations and in turn, ensure our service is continually improving to a standard that is well received.
Complaints:
If you are not happy, we want to know.
We recognise that there may be instances where our customers or stakeholders are dissatisfied. We take complaints seriously and are committed to resolving them promptly and fairly. If you have a complaint, please contact us using this online form.
Provide Detailed Information:
When completing our form please provide as much detail as possible regarding your complaint. This may include dates, names of individuals involved, and any other relevant information. Clear and concise information will assist us in understanding the nature of your complaint and finding a satisfactory resolution.
Escalation to Supervisor or Manager:
If your initial contact with customer support does not result in a satisfactory resolution, you may request to escalate your complaint to a supervisor or manager. They will review your case and work towards finding a resolution or providing further assistance. You can request an escalation by politely expressing your desire to speak with a supervisor or manager during your interaction with the customer support team.
Investigation and Resolution:
Upon receiving your feedback, our dedicated team will conduct a thorough investigation into the matter. This may involve reviewing previous communications, contacting relevant parties, and gathering additional information as necessary. We aim to resolve complaints promptly and will keep you informed of the progress throughout the investigation.
Response and Resolution:
Once the investigation is complete, we will provide you with a detailed response outlining the findings and any proposed resolutions or actions. If the complaint is upheld, we will strive to offer a fair and satisfactory resolution. In some cases, this may involve remedial measures or any other appropriate steps to rectify the issue.
Review and Appeal:
If you are not satisfied with the response or resolution provided, you may have the option to request a review or lodge an appeal. Please follow the instructions provided in the response to initiate the review or appeal process. We will ensure that your request is reviewed by an independent authority within our organization who will re-evaluate the complaint and provide a final response.
End note:
Please note that we are committed to maintaining the privacy and confidentiality of your personal information throughout the complaints process. Your information will only be used for the purposes of addressing your complaint and improving our services.
We appreciate your feedback and the opportunity to address any concerns. We always want to do well, we always want to improve and makes things better. Your satisfaction is of utmost importance to us, and we will make every effort to resolve your complaint in a transparent and fair manner.