1. Overview
We welcome all feedback from our customers and although we hope that our customers won’t have cause for complaint we do understand that at times you may wish to contact us to discuss concerns that you may have about our services.
This policy set out how you can contact us to make a complaint proceedure and how we will deal with any complaint and if need be susequent appeals you make.
2. Who we are and how you can contact us
2.1 AROOSO is operated by Mr L A Abdullah and you can see details of how to contact us below:
Person responsible for handling complaints: Customer service manager
Address: Arooso, The Link, Unit B14, 49 Effra Road, Lambeth, SW2 1BZ
Email address: hello@arooso.com
Phone number: +44 208 696 9888
Website/Link to complaints form: https://arooso.com/contact-us
3. When to contact us
3.1 A complaint can cover any element of the products and/or services that we provide and can also relate to:
things that our staff have or haven’t done;
the level of service provided by us or any of our staff;
the quality of the products and/or services that we have provided;
the timing of delivery of the products and/or services that we have provided;
3.2 You may want to contact us for other reasons such as to arrange a return of a product or ask for more information about the products and/or services that we provide and you can do so by [info@arooso.com].
4. What information to provide in relation to a complaint
Please provide as much information as possible when making a complaint and in particular:
4.1 Your name, address, telephone number and email address together with details of the method that you would be preferred to be contacted by in discussing your complaint;
4.2 Details of the [products and/or services] that you are complaining about with details of the [insert specific information that you need to identify the [products and/or services]
4.3 If your complaint relates to a particular member of our staff please provide the name or other information to help us identify them;
4.4 Any documentation that relates to your complaint such as [invoices, receipts, contracts;
4.5 Any further information in relation to your complaint and details of how you would like to see the complaint resolved; and
4.6 please include your customer ID.
5. How we will handle your complaint
5.1 The process that we follow in handling complaints is set out in the table below:
5.2 Please note that while we will endeavour to resolve your complaint within the timescales indicated above this might not be possible due to the nature or complexity of your complaint or where we are not able to contact you for further information for example. In these circumstances, we will keep you informed of the timescales we are working to.
6. External complaints and Appeal procedure
6.1 As we are regulated by consumer protection act UK] you have the right to refer any complaint to The financial Ombudsman. if you are not satisfied with the outcome of our internal complaints procedure outlines at 5 above within 25 working days or one month, which ever is shortest. Contact details for the Financial Ombudsman are set out below:
The Financial Ombudsman Service www.financial-ombudsman.org.uk Telephone: 0300 123 9 123 Monday to Friday, 8am to 8pm Saturday, 9am to 1pm Find out about call charges The Financial Ombudsman Service Exchange Tower London E14 9SR.
7. Confidentiality and data protection.
7.1 We will ensure that all complaints are dealt with confidentially and information you provide will only be shared with individuals that we need to discuss your complaint with during the process outlined at 5 above [and our external complaints organisation outlined at 6 above].
7.2 If we would like to share details of your complaint for any other reason (such as staff training) we will ensure the details shared do not identify you.
7.3 Any personal data that we collect during handling your complaint will held in accordance with the relevant data protection legislation and our privacy policy which can be found [insert details/link for privacy policy].
8. Policy Updates
This policy was adopted on 1/1/2023. Our company director has overall responsibility for this complaints policy and ensuring that it is regularly reviewed and updated if necessary.