Introduction
At One Year No Beer, we are committed to providing a positive and supportive experience for our community members. We understand that concerns or complaints may arise, and we value the opportunity to address and resolve them promptly. This Complaints Policy outlines the procedures for raising and handling complaints to ensure transparency, fairness, and accountability.
Types of Complaints
1. Quality of Services or Programs:
Complaints related to the quality or delivery of our services, programs, or content.
2. Customer Service:
Concerns about interactions with our customer support team or other representatives.
3. Website Functionality:
Complaints related to the functionality or accessibility of our website.
How to Submit a Complaint
If you have a complaint, we encourage you to follow these steps:
Contact Us:
Reach out to our Customer Support team at [email protected] with details of your complaint.
Provide your name, contact information, and a clear description of the complaint.
Response Time:
You will receive an acknowledgement of your complaint within 3 business days.
We aim to provide a substantive response and resolution within 3 business days, depending on the complexity of the issue.
Handling of Complaints
1. Fair and Impartial Review:
All complaints will be reviewed objectively, fairly, and without bias.
2. Confidentiality:
Complaints and related information will be treated confidentially, respecting the privacy of all parties involved.
3. Investigation:
Our team will conduct a thorough investigation to understand the nature of the complaint and gather relevant information.
4. Resolution:
We will work towards a fair and reasonable resolution, communicating the outcome to you in writing.
5. Feedback:
Your feedback on the resolution process is valuable. We encourage you to share your thoughts on how we can improve.
Appeals Process
If you are dissatisfied with the resolution, you may request a further review by contacting [email protected]. The appeals process aims to ensure that all complaints are thoroughly examined and resolved to the best of our ability.
Continuous Improvement
We view complaints as opportunities for improvement. Your feedback helps us enhance our services, programs, and overall user experience. We are committed to learning from complaints and taking proactive measures to prevent similar issues in the future.
Contact Us
If you have any questions or concerns regarding our Complaints Policy, please contact our Customer Support team at [email protected].
Review and Updates
This Complaints Policy will be reviewed periodically to ensure its continued effectiveness. Updates will be communicated to the public.
Effective Date
This Complaints Policy is effective as of 20th December 2023.
