What is a Complaint?

A complaint is any expression of dissatisfaction regarding the services or products provided by Actuate Global. This includes, but is not limited to:

  • Quality of service.
  • Accuracy of information provided.
  • Timeliness of delivery.
  • Conduct of Actuate Global representatives.

 

Complaints Procedure

Our complaints procedure outlined below is upheld by 6 key principles and expectations for all parties:

  1.  Be Transparent
  2.  Be Respectful & No tolerance policy to verbal/written abuse
  3.  Truly Listen
  4.  Be Informative
  5.  Respond Clearly & Jargon Free
  6.  Learn From Any Mistakes

Should you wish to submit a complaint, please visit this link

 

1. First Point of Contact

Upon receipt of a complaint, it will be managed by one of our Service Excellence Executives. Our goal is to resolve most complaints at this initial stage.

i. Acknowledgment:

Within two working days of receiving your complaint, we will contact you, preferably by telephone, to discuss the matter.
If we cannot resolve your complaint immediately, reach you by phone or cannot accommodate a phone call, you will receive a written acknowledgment within three working days, including a target resolution date.

ii. Resolution:

Your dedicated & named service agent will provide you with a full investigation and resolution report for your review. At this stage, we hope to resolve your complaint in full but if the complaint requires further investigation or you feel an escalation is necessary, a new target resolution date will be provided & your complaint escalated to a Director. Updates will be communicated regularly.

2. Final Response

If your complaint cannot be resolved at the initial stage, we will undertake a more detailed investigation.

i. Investigation Timeline:

A final response and resolution plan will be provided within eight weeks of receiving your initial complaint.
If this is not possible, we will provide an update with an estimated timeline for the resolution.

ii. Outcome:

You will receive a comprehensive report detailing our findings, resolution, and any corrective actions taken.

3. Disputes Over Goods or Transactions

For complaints involving disputes over goods or transactions:

i. A dispute form will be sent to you for completion. We may request evidence including emails and/or transaction evidence to assist the investigation where necessary.

ii. Upon receipt of the completed form, an investigation will commence (starting with our service excellence team and escalating to a Director in line with point i & point ii above).

iii. While the investigation is ongoing, your account may be temporarily frozen. If this is the case, you will be informed in writing at the time.

iv. You will receive a written acknowledgment of the dispute, including details of the investigation process.

v. The resolution may include a credit note, refund, replacement, or alternative solution, subject to our Terms and Conditions and at the full decision and discretion of Actuate Global.

4. Escalation Process

If you are not satisfied with the response or resolution provided:

i. Internal Escalation:

    • You may escalate your complaint to the Operations Director, Bianca George.
    • Escalation requests can be sent via email to clientsuccess@actuateglobal.com, marked for the attention of the Operations Director. Escalation can only occur post-stage one review by our service agents.

ii. Final Review:

    • The Operations Director will conduct a final review of your complaint and issue a definitive, full & final response on behalf of Actuate Global.
    • We endeavour to provide full timelines of our decision as well as resolution plan options for your consideration where at all possible.

5. Additional Information

  • Confidentiality: All complaints will be handled confidentially and in accordance with data protection regulations.
  • Documentation: Clients are encouraged to retain all related correspondence and documents for reference.
  • Feedback: Your feedback is invaluable in helping us improve our services. We may request your participation in a satisfaction survey following the resolution of your complaint.

 

6. Contact Details

For all complaints and related queries, please contact:

Client Success Team
Email: clientsuccess@actuateglobal.com
Address: Actuate Global: 7th Floor, Glassworks, 32 Shudehill, Manchester City Centre, M4 1EZ.

Registered Company: 12458561

Please note that all complaints will be taken through this process. Complaints directed to the team outside of the named email address will be re-directed internally where possible but this may delay your resolution timeline.

Thank you for your trust in Actuate Global. We are committed to addressing your concerns effectively and ensuring your experience with us is positive.