Bloss Complaints Policy
Definition of a complaint
How can you make a complaint?
You can make a complaint via email to [email protected].
What will we do once we have received your complaint?
Your complaint will be referred to our Customer Service Manager, as soon as possible. In the event that the Customer Service Manager is involved in the subject matter, your complaint will be referred to another Manager. We will promptly acknowledge your complaint in writing. In this acknowledgment we will provide the name and title of the person handling your complaint. This individual will have the authority necessary to investigate the complaint.
Investigating and resolving your complaint
We will investigate your complaint fairly, consistently and promptly to determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress (which may include referring the complaint to the third-party content provider).
Our timetable for responding to you
Once we have acknowledged your complaint, we will keep you informed of the progress. We will use our reasonable endeavours to send you either a final response or redirect (where relevant) to the content provider within fifteen (15) days of us receiving your complaint.
We will regard your complaint as closed in the following circumstances:
- once we have sent you a final response; or
- where you have told us in writing that you accept an earlier response that we (or the third-party content provider) has sent to you.
We are committed to ensuring that all complaints received are handled fairly, consistently and promptly and we will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.