Customers feedback code

THIS POLICY
EXPLAINS:

1. Introduction

1.1   This is our Customer Feedback Code and it was last updated on 10 June 2024.

1.2   At Fluidity Service, we take feedback very seriously. We’ll try to fix anything if you’re unhappy with as quickly and effectively as we can. Your feedback give us a chance to put things right and help us improve our service to all our customers.

2. How You Can Give Us Feedback

2.1   Our customer service advisors are trained to deal with customer feedback and should be the first people you contact. They will always attempt to resolve any issues as quickly as possible. You can contact an advisor using any of the following methods:

2.1 (a)   By Post

If you’d like to write to us, please address your letter to:

Fluidity Service
Unit 2a Herne Business Park
The Links
Herne Bay
Kent
CT6 7FE

In your letter, please include the following information as it will help us investigate with any negative feedback more effectively:

(i)      your name;
(ii)    the date the problem occurred;
(iii)   your telephone number;
(iv)   the names of any customer service advisors or managers you may have dealt with;
(v)    a description of your complaint

2.1 (b)   By Email

You can leave feedback by email by contacting us at Feedback@fluidity.uk.com. Depending on the nature of your feedback, we may need you to call us in order for us to better understand and resolve any issues. Please include the information noted in paragraph 2.1(c) above.

3. How we’ll investigate your feedback

3.1   If you contact us by:

3.1 (a)   email or letter, we’ll review your feedback in full taking into account any details we hold about you in our systems. Your feedback will then be passed to the most suitable department who will try to resolve any issues you may have. We’ll normally respond by phone, unless this isn’t possible, in which case we’ll write to you.

3.2   We’ll do all we can to resolve your any negative feedback as fast as possible and will ensure that any service affecting issues are treated as priorities.

3.3   We aim to respond to negative feedback within 28 days; however, this may not always be possible depending on the nature of your issues. We’ll let you know if this is the case.

4. If You’re Still Not Satisfied

(a)   If you’re still not satisfied after speaking with the Fluidity Service, you can ask the Ombudsman to independently review your complaint.

• Web: www.ombudsman-services.org
• Post: Ombudsman Services, Communications, PO Box 730, Warrington, WA4 6WU
• Phone: 020 7520 3827