Purple Motion Ltd views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organization that has made the complaint.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
- To make sure everyone at Purple Motion Ltd knows what to do if a complaint is received.
- To make sure all complaints are investigated fairly and in a timely way.
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
- To gather information which helps us to improve what we do.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Purple Motion Ltd.
Where Complaints Come From
Complaints may come from any person or organisation that has a legitimate interest in Purple Motion Ltd.
A complaint can be received verbally, by phone, by email or in writing.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Publicised Contact Details for Complaints:
Written complaints may be sent to Purple Motion Ltd at Plymouth Science Park, 1 Davy Road, Plymouth, PL6 8BX or by e-mail at [email protected]
Verbal complaints may be made by phone to 01752 764209 or in person to any of Purple Motion Ltd’s staff, volunteers or trustees at Purple Motion Ltd, Plymouth Science Park, 1 Davy Road, Plymouth, PL6 8BX or at any of our events or activities.
- In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
- Whether or not the complaint has been resolved, the complaint information should be passed to Lee Nathan (managing Director) within one week.
- On receiving the complaint, Lee Nathan records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
- If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
- Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
- Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
If the complaint is not satisfied with the resolution offered, We will advise to put the complaint in writing to Trading Satndards, Civic Centre, Plymouth, PL1 2AA.