At AgileSpells, we uphold the values of professionalism, empowerment, and ambition in all aspects of our services. However, we recognise that there might be instances where you may not be fully satisfied. We take every feedback seriously, and to ensure transparency and a fair process, we have established a formal complaints procedure to address any concerns you may have.
We encourage you to initially raise your concern directly with your designated account manager or our customer service team. They will make every effort to resolve the issue swiftly and satisfactorily. We believe in fostering open communication and will listen attentively to your feedback, working towards a swift resolution.
Should your concern not find resolution through informal communication, or if you are not content with the outcome, you can proceed with a formal complaint. Kindly submit your complaint in writing via email to our dedicated complaints email address: complaints@agilespells.com. Your complaint should include:
Upon receiving your formal complaint, we will provide an acknowledgment within 2 business days. An assigned complaints handler will conduct a thorough investigation into your complaint, analysing all pertinent information and correspondence. During this process, we may reach out to you for additional details if required.
Our commitment to addressing your complaint remains resolute. You can expect a comprehensive written response within 10 business days of our acknowledgment. This response will outline our findings, the actions undertaken or planned, and proposed resolutions to address the issue.
Should the response provided not meet your satisfaction, you retain the right to request a review by a senior member of our team. Your complaint will be escalated, and we assure you a final response within 5 business days.
Should, even after following our internal complaints procedure, you remain unsatisfied, there is the option to seek mediation or arbitration through an external third-party dispute resolution service.
If our final resolution leaves you dissatisfied, we reach an impasse, or if resolving your complaint is taking an extended time (8 weeks or more), you have the option to contact Ombudsman Services.
Ombudsman Services provide an alternative dispute resolution scheme (ADR Scheme). If you are discontent with our final decision, we have encountered an impasse, or your complaint remains unresolved after 8 weeks, you can lodge a complaint with them. You can contact Ombudsman Services at 0330 4401624, email them at enquiry@ombudsman-services.org, visit their website at www.ombudsman-services.org, or write to them at PO Box 966, Warrington, WA4 9DF.
The Ombudsman Service's ADR service is provided free of charge.
We are devoted to continual enhancement and hold your feedback in high regard. Our aim is to ensure that every concern is addressed professionally and effectively, thereby enhancing the quality of our services while maintaining our commitment to your satisfaction.
For more information regarding our complaints procedure, please reach out to our customer service team at complaints@agilespells.com.