Effective from 23rd November 2024
1. Introduction
Simply Book One Ltd (“we”, “us”, “our”) is committed to providing high-quality services to our clients. If you have a complaint about our services, we encourage you to raise it with us directly so that we can address it promptly and fairly.
2. How to Make a Complaint
You can make a complaint by:
- Contacting us directly: You can contact us by email or via our website to raise your complaint
- Using our online complaint form: If available, you can submit your complaint using our online complaint form located at:
www.simplybookone.com/complaints
3. Complaint Handling Procedure
When we receive a complaint, we will:
- Acknowledge the complaint: We will acknowledge receipt of your complaint within 3 working days and provide you with a reference number.
- Investigate the complaint: We will investigate the complaint promptly and fairly. This may involve speaking to you, reviewing relevant documents, and consulting with our staff.
- Respond to the complaint: We will provide you with a written response to your complaint within one calendar month of us acknowledging your complaint. Our response will include our findings and the steps we have taken to address your complaint.
- Resolving the complaint: We will do our best to resolve your complaint to your satisfaction. If we are unable to resolve the complaint to your satisfaction, we will provide you with information about the next steps you can take, such as escalating the complaint to an external dispute resolution service.
4. Escalating a Complaint
If you are not satisfied with our response to your complaint, you may escalate the complaint to an external dispute resolution service. The Chartered Trading Standards Institute (CTSI) offers a free complaints handling service. You can contact the CTSI at:
- Website: https://www.tradingstandards.uk/
- Phone: 0345 404 0506
5. Time Limits
You must submit your complaint to us within 12 months of the date of the event that gave rise to the complaint. If you miss this deadline, we may not be able to investigate your complaint.
6. Confidentiality
We will treat your complaint as confidential. We will only share your personal information with those who need to know it to investigate and resolve your complaint.
7. Review of this Policy
We may review and update this Complaints Policy from time to time. Any changes will be posted on our website.
8. Contact Us
If you have any questions about this Complaints Policy or our complaints handling procedure, please contact us using the contact details provided above.