At Intrinzi, we are committed to providing exceptional service and building strong, trustworthy relationships with our clients. We understand that sometimes, things might not go as expected. This procedure outlines how you can raise a concern or complaint, and how we commit to addressing it fairly, efficiently, and thoroughly.
How to Make a Complaint
To ensure your complaint is handled as quickly and effectively as possible, please submit it to us in writing. This allows us to fully understand your concerns and keep a clear record.
Please include:
Your full name and company name.
Your contact details (email address and phone number).
A clear and detailed description of your complaint, including relevant dates and times.
Any supporting documentation or evidence (e.g., screenshots, email correspondence).
What steps you would like us to take to resolve your complaint.
Once we receive your complaint, we will follow these steps:
Acknowledgement: We will acknowledge receipt of your complaint in writing within 3 business days. This acknowledgement will confirm that we have received your complaint and will provide you with a unique reference number.
Investigation: Your complaint will be assigned to an appropriate member of our team, who will conduct a thorough and impartial investigation. They may contact you for further information or clarification if needed.
Resolution: We aim to resolve all complaints promptly. We will provide you with a full written response, outlining our findings and proposed resolution, within 10 business days of acknowledging your complaint. For more complex cases, where a full response may take longer, we will inform you of the delay and provide an estimated timeframe for resolution.
If You Are Not Satisfied
If you are not satisfied with our initial response or the proposed resolution, you may request a further review.
Please inform us in writing within 14 days of receiving our response, stating why you remain dissatisfied and providing any additional information you believe is relevant.
Your complaint will then be escalated to a senior manager or a designated Complaints Officer, who will conduct an independent review of your case.
We will provide you with a final response regarding this escalated review within 15 business days of receiving your request for further review. This response will detail our final position and reasoning.
Confidentiality & Data Protection
All complaints will be handled in a confidential manner, and all personal data provided will be processed in accordance with our Privacy Policy and relevant data protection legislation (e.g., GDPR). Your information will only be used for the purpose of investigating and resolving your complaint.
Contact Us
If you have any questions about this Complaints Procedure, please do not hesitate to contact us. You can reach our general enquiries team at: [email protected].
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