Customer complaints procedure
If you have any complaint about the Howz product or associated service please let us know. We take every complaint as an opportunity to improve our customer experience and the services we offer.
Contact details for complaints:
Telephone: 0161 226 5353
Post: Unit 45 Greenheys Business Centre, Pencroft Way, Manchester, M15 6JJ
We will acknowledge all complaints within 1 working day. The person receiving the complaint will do their best to resolve the issue within 1 day, but if this is not possible they will let you know via your preferred contact method. They will let you know who is dealing with your complaint, the expected timeline for resolution, and advise you on what to do if you are still not happy.
We endeavour to resolve all complaints within 1 week, but in certain circumstances this may not be possible, but we always aim to have a resolution within 4 weeks of receiving the complaint.
What if I am not happy with the resolution?
You can ask for your complaint to be escalated to the senior management team or refer your complaint to them directly via firstname.lastname@example.org. A member of the senior team will then contact you directly to investigate and address your concerns.
Our complaints policy
Every complaint is recorded within our customer management system which is reviewed regularly to ensure issues are addressed and all agreed actions taken. We also review complaints to identify any changes required to procedures or training. Any complaint relating to service provision or equipment is raised internally as an incident and managed in line with our incident management policy including rating of the issue, investigation of cause, and action plan to resolve this incident and prevent future incidents of this type.