COMPLAINTS PROCEDURE

Introduction:

Orange Badge Mobility is dedicated to providing excellent customer service and maintaining a
healthy customer relationship at all levels from directors to shop floor. We have a Complaints
Policy to ensure all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy
and procedures for the handling of verbal and written complaints.

Summary:

We want to resolve your complaints as soon as possible. Please call our customer service and we’ll
do our best to fix any problems you may be having with our service, as soon as possible.

Our Responsibilities:

• To provide an efficient, fair and structured mechanism for handling complaints.
• To provide our customers with access to the complaints handling process, including those
customers with disabilities and special needs.
• To keep customers informed as to the progress of their complaint and the expected time-frame for
resolution.

Handling Your Complaint:

• Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2
business days.
• If your complaint is urgent, such as a breakdown in essential equipment, we will endeavour to
ensure the equipment is working and safe with an emergency call-out to rectify the issue first, and
then deal with the complaint. If this is not possible or you are unwilling for us to attend, we will
prioritise your complaint and attempt to resolve it within 2 working days. If we cannot, we will
explain why and the reasons for taking longer.
• We will keep you informed of the progress of your complaint, proposed actions and the expected
time-frame for resolution.
• Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within
30 calendar days.
• Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will
endeavour to regularly update you on the progress and likely time-frame for resolution.
• We will advise you of the outcome of your complaint. Where you have requested us to do so, we
will advise you in writing.
• Making a complaint should be free. We will not charge you for using our complaints procedure.

 

HOW TO MAKE A COMPLAINT

Step One:

If you have a complaint regarding any aspect of your account or dealings with Orange Badge
Mobility Solutions, we urge you to telephone our Customer Service in the first instance. Our
objective is to resolve the vast majority of enquiries or complaints during your first contact with us.
If the complaint cannot be resolved over the telephone, we will ask you to put your complaint to us
in writing. Once we are in receipt of your complaint we will respond to your letter and will also
confirm any details in writing if you request us to do so.
If you like, you can appoint an authorised representative or an advocate to interact with us on your
behalf. We treat all of our customer accounts as confidential, so we will require written
confirmation of your appointee before we will share or discuss details of your account with them.
When you discuss your complaint with us, we can assist you to clarify and formulate the complaint.
You can also make a complaint to us by using email or website chat, or please ask us if there is any
other method you would prefer to use to send a complaint and we will endeavour to work with you.

Step Two:

Complaints made to the company are overseen by our customer service management. After a
complaint is made, if it is not immediately resolved, we may need to investigate it. This process
may take 15 Business Days, or longer (in which case we will update you with a reason for the delay
and the expected time-frame).
If you are not satisfied with the response tendered to you, you may ask Customer Service
Management to escalate your complaint to senior management directly. If so, we will make a senior
management representative or director available to address the complaint as soon as possible.
Step Three:
When your complaint is resolved, we will confirm this with you in writing within 10 business days.

Step Four:

If at this stage your complaint is not resolved to your satisfaction by us, and depending on the
nature of your complaint, you may refer your complaint to the following outside bodies:

The Furniture & Home Improvement Ombudsman (FIO)

If you have a complaint about your mobility product or installation, the first step you should take is
to contact us and try and resolve it directly. Usually the problem can be resolved at this stage.
However, if you are unhappy with the resolution of the problem, you can then make a complaint to
the FIO.
The FIO an alternative dispute resolution scheme for residential and small business consumers in
respect of disputes.
The FIO seeks the co-operation of BOTH parties through an alternative dispute resolution process
to achieve an outcome that is fair and reasonable. To lodge a complaint with the FlO you can visit
http://www.fhio.org/ or call free on 03332 413209.

Trading Standards

If you believe a business may have broken the law or acted unfairly, you can report them to Trading
Standards.
Trading Standards use the information you give them to investigate possible unfair trading and
illegal business activity, like rogue traders and scams.
Trading Standards can take businesses to court or stop them operating, but they cannot help to
resolve your issue directly – for example they can’t help you to get a refund.

Should you require a copy of our complaints procedure, please feel free to get in contact with us
directly and we will dispatch a copy by post or email to suit your preference.