You are unhappy with the service you received. What can you do?

UNOVI aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the organisation.

If You Are Not Happy With The UNOVI as a company

If you are unhappy about any UNOVI’S service, including company formation service, please speak to the relevant member of staff, manager or Director.

If You Are Unhappy With An Individual In The UNOVI

Sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the staff member’s manager or the Director.

How to make a complaint

In the event you are dissatisfied with the service you have received and you have not been able to reach a resolution via our customer service manager, support team, manager or Director you can make a formal complaint by email to complaints@unovi.com Please include a subject heading of ‘Customer Complaint’ and supply your full name, account number and order reference.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within ten working days.

A person can make a complaint by contacting UNOVI:

Mail:	272 Bath Street, Glasgow, Greater Glasgow, Lanarkshire, Scotland, 2G 4JR
Telephone:	+44 (0) 121 790 0708
Email:	complaints@unovi.com
Online:	www.unovi.com/complaints

Making a written complaint

Many problems are caused by misunderstandings, and can be resolved informally. Please contact our customer service manager or the customer service agent who advised you by calling +44 (0) 121 790 0708 , and he or she may be able to sort out the problem to your satisfaction.

If you are still not satisfied with our response or wish to raise the matter even more formally than complain by email, please post to the Director/Chief Executive. (If your complaint is about the Director/Chief Executive), please write to the Chair.). All written complaints will be logged. We will send you a written acknowledgement within ten working days upon receiving your complaint.

What happens next?

We will acknowledge receipt of your complaint as stated above. An investigation will be carried out into the issues raised and a full response will normally be provided within ten working days. Where the issue is particularly complex, it may take a much longer time to respond fully. If this is likely, we will provide information on the action which we are taking and advise when you can expect a full response.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are still not satisfied, please appeal.

Appeal

If the complaint cannot be resolved to the complainants satisfaction at previous two stages – complaint and investigation, or if the manager feels that the complaint is of a very serious nature, or concerns a service leader then it will be referred to the Chief Executive.

If the complaint is about the Chief Executive then the matter will be discussed with the Chair.

The Chief Executive and/or Chair will acknowledge receipt within ten working days, they will review the Stage Two investigation and recommend one of the following actions within next ten working days (from the date the complainant stated they wanted to take the complaint to Appeal):

• Uphold the action taken at Stage Two
• Make changes to the Stage Two recommendation/actions

The complainant should be informed in writing of the outcome of the stage of appeal, the decision reached about this complaint will then be final but other options available to the complainant (as listed below) should be detailed in the letter.

If after UNOVI has been through the three stages and the complainant is still not satisfied with the result, they should be advised that there is no further right of appeal with UNOVI but they could approach any of the following agencies for advice:

• A solicitor
• Citizens Advice Bureau

This should be done within one month of receiving the outcome from the appeal.

Anonymous complaints

Complaints received anonymously and/or without customer’s account number and/or order reference will be recorded and may be considered, but action may be limited or terminated if further information is required to ensure a full and fair investigation. The company has the right to not consider anonymous complaints.

Finally, please also let us know if you are happy with UNOVI’S services.