Complaints Policy

Kiitch Complaints Policy

1. DEFINITIONS
1.1 – In this Complaints Policy, the following terms have the meanings outlined below:
“Appeal”: A request to escalate a Complaint from Level Two to Level Three if you are dissatisfied with the outcome at Level Two.
“Appeal Handler”: An employee of Kiitch responsible for handling Level Three Complaints.
“Business Day”: Any day (excluding Saturdays, Sundays, and public holidays) when banks in England are open for business.
“Complaint”: A grievance regarding products or services provided by Kiitch, our customer service, or the behaviour of our employees.
“Complaints Policy”: This document.
“Complaints Procedure”: The internal process Kiitch follows to handle and resolve Complaints.
“Level One”: The first stage in our Complaints Procedure, where a Level One Complaint Handler manages the issue.
“Level One Complaint Handler”: A Kiitch employee assigned to handle Level One Complaints.
“Level Two”: The second stage in the Complaints Procedure, where a Complaint unresolved at Level One is escalated to a Level Two Complaint Handler.
“Level Two Complaint Handler”: A Kiitch employee assigned to handle Level Two Complaints.
“Level Three”: The final stage of the Complaints Procedure, where unresolved Level Two Complaints are handled by an Appeal Handler.

2. PURPOSE OF THIS COMPLAINTS POLICY
2.1 Kiitch welcomes feedback from our customers and strives to resolve Complaints to your satisfaction while using the opportunity to improve our services.
2.2 Our aims are:
2.2.1 To provide a clear, fair procedure for addressing Complaints about Kiitch, our products, services, customer service, or employees.
2.2.2 To ensure employees understand how to handle Complaints professionally.
2.2.3 To treat all Complaints equally, fairly, and in a timely manner.
2.2.4 To learn from Complaints and implement changes to prevent recurrence.

3. WHAT THIS COMPLAINTS POLICY COVERS
3.1 This policy applies to products, services, customer service, and employee interactions provided by Kiitch.
3.2 References to “Kiitch” include our employees.
3.3 Complaints may involve:
3.3.1 The quality of customer service received.
3.3.2 Employee behaviour or competence.
3.3.3 Delays, defects, or issues with products.
3.3.4 Delays, defects, or problems with services.
3.4 Exclusions (direct to the appropriate department):
3.4.1 General inquiries.
3.4.2 Contractual or Legal Disputes.
3.4.3 Requests under Applicable Legislation.

4. MAKING A COMPLAINT
4.1 Complaints can be submitted through:
4.1.1 Written correspondence to Customer Care, Kiitch
4.1.3 Calling us 
4.2 Required details:
4.2.1 Name, address, phone number, and email.
4.2.2 If acting on behalf of another, their contact details.
4.2.3 Relevant Sales Order or Invoice reference number.
4.2.4 Name/position of any employee involved.
4.2.5 Detailed description of the issue, including dates and events.
4.2.6 Supporting documents or evidence.
4.2.7 Desired resolution.

5. HOW WE HANDLE YOUR COMPLAINT
Kiitch operates a three-stage Complaints Procedure:
5.1 Level One:
5.1.1 Complaints are logged, and an acknowledgement is sent within 1 Business Day with a Complaint Reference.
5.1.2 A Level One Complaint Handler is assigned.
5.1.3 Relevant employees will be informed and can respond through the Handler.
5.1.4 Further details may be requested. Resolutions are provided within 5 Business Days.
5.1.5 You will be informed of your right to escalate to Level Two.
5.2 Level Two:
5.2.1 If dissatisfied, you may escalate to Level Two within 2 Business Days.
5.2.2 The Level One Handler forwards the request to a Level Two Complaint Handler.
5.2.3 Relevant employees are informed again and may respond.
5.2.4 Further details may be requested. Resolutions are provided within 10 Business Days.
5.2.5 You will be informed of your right to escalate to Level Three.
5.3 Level Three:
5.3.1 If dissatisfied, you may escalate to Level Three within 7 Business Days.
5.3.2 Appeals are managed by a Senior Member of Management.
5.3.3 Relevant employees are informed and may respond.
5.3.4 Further details may be requested. Resolutions are provided within 14 Business Days.
5.3.5 The decision at this stage is final.

6. DISPUTE RESOLUTION
If dissatisfied with our final decision, you may refer your Complaint to the Dispute Resolution Ombudsman. Visit their website at www.disputeresolutionombudsman.org or call 0333 241 3209.

7. CONFIDENTIALITY AND DATA PROTECTION
7.1 All Complaints and related information are treated confidentially and shared only with relevant employees.
7.2 Personal data is managed in accordance with UK data protection law. For details, see our Privacy Notice on our website.