Spinchix Complaints Policy

Spinchix is committed to providing good customer service and quality-driven products. We recognise however, that we sometimes get things wrong or make mistakes. To deal with this, we have a complaints procedure. We do not look on complaints as unwanted. In fact, they may help us to see where our services or products might be improved. This might include content that you feel is illegal or otherwise violates the Standards or content that you feel does not have the necessary authorisation to be published. So do let us know where you feel we have made a mistake or done something which you found unsatisfactory or unacceptable. Even if you do not think your particular concern amounts to a ‘complaint’ we would still like to know about it. You may help us to deal with something we would otherwise overlook.
Equally, we would love to hear compliments or just get some feedback from you.

How to Complain

Step 1: Contacting us
The first step is to get in touch. This can be done by email at team@spichixfsi.uk
Please outline the nature of your complaint and include any relevant details that would help us to determine what has happened. We will take note of your concern and arrange the best way and time for getting back to you. We aim to resolve complaints quickly and we will always get back to you within 3 working days of the original complaint. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem.

Step 2: Taking your complaint further
We hope that you feel that your complaint has been properly dealt with; however, if you are still unhappy, it is important that you let us know so that we can take it further. If you feel that your complaint has not been dealt with adequately, it will be passed to a more senior member of spinchix. This member of staff will arrange for it to be fully investigated and will respond directly back to you with the outcome of the investigation.
It must be noted that matters regarding individual staff members and any specific action taken as a result of a complaint against the staff member will not be discussed either formally or informally with any person raising the complaint owing to Employment Law and possible breach of confidentiality.