Complaints Procedure
Introduction and Contact Information
The customer is advised to firstly contact the business who carried out the work, if the customer has not had a satisfactory outcome within 7 days, they should email [email protected] with details of the complaint.
Receipt of Complaint
Upon receipt of a complaint via email, an acknowledgment email will be sent to the customer to confirm that their complaint has been received and what Umoto complaints process is, see below.
Investigation Process
Umoto will gather relevant information from the customer, as well as contacting the third-party supplier involved in the complaint to gather their perspective.
The customers can expect an initial response to their complaint, within 15 days. The matter will be investigated and brought to a close usually within 8 weeks from the date of complaint.
Resolution and Communication
Complaints are usually handled via mediation between the consumer and third-party supplier, until a resolution is reached.
Once a resolution has been reached, Umoto will communicate the outcome to the customer in a clear and timely manner. If the resolution takes longer than initially expected, provide regular updates to the customer to keep them informed of the progress.
Feedback and Improvement
Customers can provide feedback on their experience with the complaint procedure. This can help identify areas for improvement and ensure that future complaints are handled more effectively. Please email [email protected].
Closure
Once the complaint has been resolved we will ensure that all relevant parties are notified and that any necessary follow-up actions are taken.
Record Keeping
Umoto maintains records of all complaints received and the actions taken to resolve them. This can help track trends in customer complaints and identify areas for improvement in the app’s service.
Compliance with Regulations
The Umoto complaints procedure complies with relevant regulations, such as the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008.