Complaints Procedure

1. Purpose and Scope

This Complaints Procedure establishes a fair, transparent and efficient process for handling complaints about Qualitect's platform, services, staff and policies. It applies to all users of the Qualitect platform and any other parties who interact with our services. Our complaints handling process is designed to align with the requirements of ISO 9001. Qualitect is working towards formal accreditation against ISO standards relevant to its operations. References to ISO alignment describe the framework adopted and do not indicate current certification.

2. Definitions

Complaint means an expression of dissatisfaction about Qualitect's platform, services, staff, policies or decisions where a response or resolution is expected.

Complainant means any individual or organisation that submits a complaint.

Working Days means Monday to Friday, excluding public holidays in England and Wales.

3. Who Can Make a Complaint

Any person or organisation may submit a complaint including registered Platform Users, representatives of customer organisations, individuals affected by Qualitect's data processing and third parties who have suffered detriment from Qualitect's operations.

4. How to Submit a Complaint

Email: complaints@qualitect.co.uk, monitored daily during business hours.
Platform Complaint Form: available in the platform's help section.

All complaints must include full contact details, clear description of the issue, relevant dates and reference numbers, the resolution sought and confirmation of any previous attempts to resolve informally.

5. Complaints Handling Process

Stage 1: Initial Response and Investigation

Qualitect will acknowledge receipt within 2 working days, including a unique reference number and the name of the investigating officer. A full written response will be provided within 10 working days of acknowledgement.

Stage 2: Senior Management Review

If dissatisfied with the Stage 1 response, the complainant may escalate within 20 working days. A senior manager not previously involved will conduct an independent review and respond within 15 working days.

Stage 3: External Referral

• Data protection: ico.org.uk or 0303 123 1113.
• Consumer protection: citizensadvice.org.uk or 0808 223 1133.
• Discrimination: equalityhumanrights.com.

6. Confidentiality and Data Protection

All complaint information is handled in strict confidence and processed in accordance with UK GDPR. Complaint data is retained for seven years from the date of final resolution.

7. Monitoring and Continuous Improvement

Qualitect maintains comprehensive records of all complaints and analyses them to identify trends and opportunities for improvement.

8. Roles and Responsibilities

• Chief Executive Officer: overall accountability for complaint handling standards.
• Complaints Manager: day-to-day management of the complaints procedure.
• Data protection contact: handling of data protection complaints and liaison with the ICO.

9. Related Policies

Appeals Procedure, Terms and Conditions, Equality, Diversity and Inclusion Policy, Conflicts of Interest Policy.

10. Contact Information

Complaints: complaints@qualitect.co.uk
General: hello@qualitect.co.uk
Data protection contact: dataprotection@qualitect.co.uk
Registered office: Qualitect Limited, 32 Willoughby Road, London, N8 0JG
Trading address: 8a Stafford Street, London, W1S 4RU
Website: qualitect.co.uk