At Kinterak, we are committed to providing high quality products and services to our customers. We treat complaints as a valuable source of feedback, as well as an opportunity to put things right. If the products or services you have received do not match our high standards or your expectations, we encourage you to reach out to us.
Engaging with our complaints process does not affect your legal rights or preclude you from taking further action such as making a claim against us in court. We would greatly appreciate the opportunity to try and resolve your complaint directly first however.
How you can raise a complaint
We do not charge you for raising a complaint and doing so will not negatively impact the products or services we provide to you.
You can raise a complaint in several ways:
Complaint Process
When making your complaint, please describe your issue or concern as well as the outcome you are looking for. We will acknowledge receipt of the complaint within two working days and provide you with a unique Complaint Reference, as well as important details such as the name of the person who will be handling your complaint.
We will then investigate your complaint, taking all appropriate steps to thoroughly examine your concerns and review evidence. We aim to provide our initial response to your complaint within 14 days.
Review process
If you are not entirely satisfied with our initial response, you can request us to review it. Your complaint, alongside our investigation and initial response will be handed over to a different member of our team for review. They will assess our initial response alongside any new information or evidence which you have provided or has otherwise come to light. We aim to provide our findings to you within 14 days of your request for a review.
We hope that we have been able to resolve your complaint by this stage, however, we understand that this may not always be possible. In this case, we will issue you a deadlock letter detailing your complaint, our responses and explaining why a resolution could not be reached.
Contact
If you have any questions regarding our complaints process, please reach out to our Complaints Manager Michael Clarke by email: Michael.Clarke@kinterak.com
All complaints are dealt with in accordance with our Privacy Policy, which you can find on our website: Kinterak Policy