1.    Definitions
1.1    In this Complaints Policy the following expressions have the following meanings:

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“Business Day”    means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in Bangor, County Down, UK;

“Complaint”    means a complaint about my goods or customer service;

“Complaints Policy”    means this document;

“Complaints Procedure”    means my internal complaints handling procedure which is followed when handling a Complaint and is available from www.anjaoliver.com for your reference;

“Complaint Reference”    means a unique number assigned to your Complaint that will be used to track your Complaint;

“External Resolution”    means the referral of your complaint to an external body or organisation for resolution if you are not satisfied with the outcome.

2.    Purpose of this Complaints Policy
2.1    I welcome and encourage feedback of all kinds from my customers.  If you have a Complaint about my goods or customer service, not only do I want to resolve it to your satisfaction but I also want to learn from it in order to improve my business and customer experience in the future.

2.2    It is my policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies.  In particular, the aims of this Complaints Policy are:

2.2.1    To provide a clear and fair procedure for any customers who wish to make a Complaint about my goods or customer service;
2.2.2    To ensure that everyone working for or with me knows how to handle Complaints made by my customers;
2.2.3    To ensure that all Complaints are handled equally and in a fair and timely fashion;
2.2.4    To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.

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3.    What this Complaints Policy Covers
3.1    This Complaints Policy applies to my sale of goods and customer service.

3.2    Complaints may relate to any of my activities and may include (but not be limited to):

3.2.1    The quality of customer service you have received from me;
3.2.2    The behaviour and/or professional competence of me;
3.2.3    Delays, defects or other problems associated with the sale of goods;

3.3    The following are not considered to be Complaints and should therefore be addressed accordingly:

3.3.1    General questions about my goods;
3.3.2    Returns of damaged, faulty, incorrect or unwanted goods for exchange or refund in accordance with my Terms and Conditions, where there is no further complaint;
3.3.3    Matters concerning contractual or other legal disputes;
3.3.4    Formal requests for the disclosure of information, for example, under the Data Protection Act;

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4.    Making a Complaint
4.1    All Complaints, whether they concern me or my customer service should be made in one of the following ways:

4.1.1    In writing, addressed to Anja Oliver, 20 Kensington Park, Bangor, BT20 3RF;
4.1.2    By email, addressed to Anja Oliver at info@anjaoliver.com;

4.2    When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

4.2.1    Your name, address, telephone number and email address (I will contact you using your preferred contact method as your Complaint is handled);
4.2.2    If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;
4.2.3    If you are making a Complaint about a particular transaction, the order and invoice number;
4.2.4    Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;
4.2.5    Details of any documents or other evidence you wish to rely on in support of your Complaint;
4.2.6    Details of what you would like me to do to resolve your Complaint and to put things right.  (Please note that whilst I will make every reasonable effort to accommodate such requests, I am not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)

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5.    How I Handle Your Complaint

As I am a sole trader, all Complaints will be handled by me alone.

5.1    If I require any further information or evidence from you, I will contact you as quickly as is reasonably possible to ask for it.  I ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence, I will use all reasonable efforts to proceed without it, however, please be aware that I will not ask for further information or evidence unless I consider it important to the successful resolution of your Complaint.

5.2    I aim to resolve complaints within 30 days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible.  If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

5.3    At the conclusion of the complaints procedure, regardless of the outcome I will provide you with full details of my investigation, my conclusions from that investigation, and any action taken as a result.  My decision at this stage is final [, subject to your right to seek External Resolution of your Complaint.

5.4    [If you are not satisfied with the resolution of your Complaint you may seek External Resolution of your Complaint from Consumer Arbitration.  For details of complaint and conflict resolution mechanisms available from Consumer Arbitration, please contact them by post at 12 – 14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW, by telephone on 020 3540 8063, by email at enquiries@consumerarbitration.co.uk, or via their website at https://consumerarbitration.co.uk.

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6.    Confidentiality and Data Protection
6.1    All Complaints and information relating thereto are treated with the utmost confidence.  Such information will only be shared with who need to know in order to handle your Complaint.

6.2    I may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes.  If you have given such permission, you may revoke it at any time by contacting me.

6.3    All personal information that I may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act.

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7.    Questions and Further Information
If you have any questions or require further information about any aspect of this Complaints Policy or about my Complaints Procedure, please contact me by post at 20 Kensington Park, Bangor, BT20 3RF, by telephone on 079 2506 9601, or by email at info@anjaoliver.com.

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8.    Policy Responsibility and Review
8.1    Overall responsibility for this Complaints Policy and the implementation thereof lies with me.

8.2    This Complaints Policy is regularly reviewed and updated as required.

8.3    This Complaints Policy was adopted on 22 June 2021.

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