[{"data":1,"prerenderedAt":57},["ShallowReactive",2],{"policy-complaints-procedure":3},{"html":4,"meta":5,"toc":24,"summary":55,"error":56},"\n\u003Ch2 id=\"1-purpose-and-scope\">1. Purpose and Scope\u003C\u002Fh2>\n\u003Cp>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.\u003C\u002Fp>\n\u003Ch2 id=\"2-definitions\">2. Definitions\u003C\u002Fh2>\n\u003Cp>\u003Cstrong>Complaint\u003C\u002Fstrong> means an expression of dissatisfaction about Qualitect's platform, services, staff, policies or decisions where a response or resolution is expected.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Complainant\u003C\u002Fstrong> means any individual or organisation that submits a complaint.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Working Days\u003C\u002Fstrong> means Monday to Friday, excluding public holidays in England and Wales.\u003C\u002Fp>\n\u003Ch2 id=\"3-who-can-make-a-complaint\">3. Who Can Make a Complaint\u003C\u002Fh2>\n\u003Cp>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.\u003C\u002Fp>\n\u003Ch2 id=\"4-how-to-submit-a-complaint\">4. How to Submit a Complaint\u003C\u002Fh2>\n\u003Cp>\u003Cstrong>Email:\u003C\u002Fstrong> complaints@qualitect.co.uk, monitored daily during business hours.\u003Cbr>\u003Cstrong>Platform Complaint Form:\u003C\u002Fstrong> available in the platform's help section.\u003C\u002Fp>\n\u003Cp>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.\u003C\u002Fp>\n\u003Ch2 id=\"5-complaints-handling-process\">5. Complaints Handling Process\u003C\u002Fh2>\n\u003Ch3 id=\"stage-1-initial-response-and-investigation\">Stage 1: Initial Response and Investigation\u003C\u002Fh3>\n\u003Cp>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.\u003C\u002Fp>\n\u003Ch3 id=\"stage-2-senior-management-review\">Stage 2: Senior Management Review\u003C\u002Fh3>\n\u003Cp>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.\u003C\u002Fp>\n\u003Ch3 id=\"stage-3-external-referral\">Stage 3: External Referral\u003C\u002Fh3>\n\u003Cul>\n\u003Cli>\u003Cstrong>Data protection:\u003C\u002Fstrong> ico.org.uk or 0303 123 1113.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Consumer protection:\u003C\u002Fstrong> citizensadvice.org.uk or 0808 223 1133.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Discrimination:\u003C\u002Fstrong> equalityhumanrights.com.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Ch2 id=\"6-confidentiality-and-data-protection\">6. Confidentiality and Data Protection\u003C\u002Fh2>\n\u003Cp>All complaint information is handled in strict confidence and processed in accordance with UK \u003Cbutton type=\"button\" class=\"q-glossary-trigger\" data-glossary-slug=\"gdpr\" data-glossary-term=\"GDPR\" aria-label=\"Definition: GDPR\">GDPR\u003C\u002Fbutton>. Complaint data is retained for seven years from the date of final resolution.\u003C\u002Fp>\n\u003Ch2 id=\"7-monitoring-and-continuous-improvement\">7. Monitoring and Continuous Improvement\u003C\u002Fh2>\n\u003Cp>Qualitect maintains comprehensive records of all complaints and analyses them to identify trends and opportunities for improvement.\u003C\u002Fp>\n\u003Ch2 id=\"8-roles-and-responsibilities\">8. Roles and Responsibilities\u003C\u002Fh2>\n\u003Cul>\n\u003Cli>\u003Cstrong>Chief Executive Officer:\u003C\u002Fstrong> overall accountability for complaint handling standards.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Complaints Manager:\u003C\u002Fstrong> day-to-day management of the complaints procedure.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Data protection contact:\u003C\u002Fstrong> handling of data protection complaints and liaison with the ICO.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Ch2 id=\"9-related-policies\">9. Related Policies\u003C\u002Fh2>\n\u003Cp>Appeals Procedure, Terms and Conditions, Equality, Diversity and Inclusion Policy, Conflicts of Interest Policy.\u003C\u002Fp>\n\u003Ch2 id=\"10-contact-information\">10. Contact Information\u003C\u002Fh2>\n\u003Cp>\u003Cstrong>Complaints:\u003C\u002Fstrong> complaints@qualitect.co.uk\u003Cbr>\u003Cstrong>General:\u003C\u002Fstrong> hello@qualitect.co.uk\u003Cbr>\u003Cstrong>Data protection contact:\u003C\u002Fstrong> dataprotection@qualitect.co.uk\u003Cbr>\u003Cstrong>Registered office:\u003C\u002Fstrong> Qualitect Limited, 32 Willoughby Road, London, N8 0JG\u003Cbr>\u003Cstrong>Trading address:\u003C\u002Fstrong> 8a Stafford Street, London, W1S 4RU\u003Cbr>\u003Cstrong>Website:\u003C\u002Fstrong> qualitect.co.uk\u003C\u002Fp>",[6,9,12,15,18,21],{"k":7,"v":8},"Version","2.0",{"k":10,"v":11},"Status","Live",{"k":13,"v":14},"Effective Date","13 July 2026",{"k":16,"v":17},"Review Date","13 July 2027",{"k":19,"v":20},"Policy Owner","Compliance and Accreditation Lead",{"k":22,"v":23},"Approved By","Chief Executive Officer",[25,28,31,34,37,40,43,46,49,52],{"id":26,"text":27},"1-purpose-and-scope","1. Purpose and Scope",{"id":29,"text":30},"2-definitions","2. Definitions",{"id":32,"text":33},"3-who-can-make-a-complaint","3. Who Can Make a Complaint",{"id":35,"text":36},"4-how-to-submit-a-complaint","4. How to Submit a Complaint",{"id":38,"text":39},"5-complaints-handling-process","5. Complaints Handling Process",{"id":41,"text":42},"6-confidentiality-and-data-protection","6. Confidentiality and Data Protection",{"id":44,"text":45},"7-monitoring-and-continuous-improvement","7. Monitoring and Continuous Improvement",{"id":47,"text":48},"8-roles-and-responsibilities","8. Roles and Responsibilities",{"id":50,"text":51},"9-related-policies","9. Related Policies",{"id":53,"text":54},"10-contact-information","10. Contact Information","This Complaints Procedure establishes a fair, transparent and efficient process for handling complaints about Qualitect's platform, services, staff an",false,1784287572321]