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*Complaints Policy*

At Toothgem Mobile, we value our customers and aim to always provide the highest quality service. However, we understand that sometimes issues may arise, and we are committed to resolving complaints effectively and efficiently.

*How to Make a Complaint: *

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1. *Contact Us: * If you have a complaint, please contact our customer service team either by phone at 07443049684 or by email at contact@toothgem.co.uk. Our team is available 9-5 Wednesday Saturday and Sunday to assist you.

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2. *Provide Details: * When making a complaint, please provide as much detail as possible, including your name, contact information, the nature of the complaint, and any relevant documentation or evidence.

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3. *Acknowledge Receipt: * Upon receiving your complaint, we will acknowledge receipt within [insert timeframe] and provide you with a reference number for tracking purposes.

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*Complaint Resolution Process: *

1. *Investigation: * Our customer service team will investigate your complaint thoroughly and impartially to understand the issue and determine the appropriate course of action.

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2. *Resolution: * We will strive to resolve your complaint as quickly as possible. Depending on the nature of the complaint, resolution may involve rectifying the issue, providing compensation, or offering an apology.

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3. *Communication: * Throughout the process, we will keep you informed of the progress and expected timeline for resolution. If additional information is required, we will promptly reach out to you.

 

*Escalation Process: *

1. *Internal Escalation: * If you are not satisfied with the initial resolution proposed by our customer service team, you may request to escalate your complaint to a supervisor or manager for further review.

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2. *External Escalation: * If you believe your complaint has not been adequately addressed internally, you have the option to escalate your complaint to our external regulatory authority the CQC.

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*Feedback and Continuous Improvement: *

At Toothgem Mobile, we view complaints as an opportunity to learn and improve our services. We welcome your feedback and suggestions on how we can better serve you in the future.

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*Confidentiality and Privacy: *

We treat all complaints with the utmost confidentiality and respect your privacy. Any personal information provided as part of the complaint process will be handled in accordance with our privacy policy.

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*Review and Update: *

We regularly review and update our complaints policy to ensure it remains effective.