imabi Ltd Complaints Policy

1. Purpose

imabi Ltd is committed to providing a high-quality service to our clients and stakeholders. This policy outlines our approach to handling complaints to ensure they are dealt with promptly, fairly, and effectively.

2. Scope

This policy applies to all complaints received from clients, suppliers, stakeholders, or any other parties regarding the services provided by imabi Ltd.

3. Definitions

  • Complaint: An expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by imabi Ltd or its employees.

  • Complainant: The person or entity making the complaint.

4. Principles

  • Accessibility: Information about how to make a complaint will be readily available on our website and in our offices.

  • Transparency: The process for handling complaints will be clear and transparent.

  • Responsiveness: Complaints will be acknowledged promptly and handled as quickly as possible.

  • Fairness: Complaints will be dealt with in an impartial and unbiased manner.

  • Confidentiality: Information about complaints will be shared only on a need-to-know basis and handled in accordance with relevant data protection laws.

  • Continuous Improvement: Complaints will be used to improve our services and processes.

5. Complaints Process

5.1 How to Make a Complaint

Complaints can be made via the following methods:

  • Email: complaints@imabi.co.uk

  • Post: Complaints Department, imabi Ltd, Sovereign House, 155 High Street, Aldershot, Hampshire, England. GU11 1TT.

5.2 Information Required

To ensure we handle your complaint effectively, please provide the following information:

  • Your name and contact details

  • Details of the complaint

  • Any relevant documents or evidence

  • Your desired outcome

5.3 Acknowledgement

We will acknowledge receipt of your complaint within seven (7) business days, providing a reference number and the name of the person handling your complaint.

5.4 Investigation

The complaints handler will:

  • Investigate the complaint thoroughly and impartially

  • Contact you if further information is required

  • Keep you informed of the progress of the investigation

5.5 Response

We aim to provide a final response within fifteen (15) business days of acknowledging the complaint. If we are unable to meet this timeframe, we will inform you of the delay and provide a revised response time.

5.6 Escalation

If you are not satisfied with our response, you can request an internal review by senior management. This should be requested within ten (10) business days of receiving our response.

5.7 External Review

If you remain dissatisfied after the internal review, you may refer your complaint to an external body, such as a relevant industry ombudsman or regulatory authority.

6. Monitoring and Review

  • All complaints will be recorded and monitored to identify trends and areas for improvement.

  • The Complaints Policy will be reviewed annually to ensure its effectiveness and compliance with legal and regulatory requirements.

7. Contact Details

For any questions regarding this policy or to make a complaint, please contact:

Complaints Department

  • Email: complaints@imabi.co.uk

  • Post: Complaints Department, imabi Ltd, Sovereign House, 155 High Street, Aldershot, Hampshire, England. GU11 1TT.

This policy is effective from 10/07/2024 and will be reviewed on 10/07/2025

imabi Ltd Sovereign House, 155 High Street, Aldershot, Hampshire, England. GU11 1TT. [Company Registration Number] [Company Contact Information]