Tendertec Limited is committed to providing high-quality telecare services to our users. We recognize that there may be instances where our services fall short of expectations, and we welcome feedback from users in order to improve our services. We have established a complaints management process that is fair, transparent, and efficient.
Complaints Management Procedure:
1. Complaint Submission: If a telecare service user has a complaint about our services, they can submit their complaint in writing or by email to our Complaints Officer. Our Complaints Officer can be reached at the following contact details:
c/o Complaints Officer
Address: The Maltings, East Tyndall Street, Cardiff, Wales, CF24 5EA
Email address: [email protected]
Users are encouraged to include as much detail as possible about their complaint, including the date and time of the incident, the names of any employees involved, and any supporting evidence.
2. Complaint Investigation: Our Complaints Officer will acknowledge receipt of the complaint within 3 business days and investigate the complaint thoroughly. The Complaints Officer may contact the user to gather more information about the complaint.
3. Complaint Resolution: Our Complaints Officer will provide the user with a written response to their complaint within 12 business days of receiving the complaint. The response will include:
• A summary of the complaint
• An explanation of our investigation findings
• Any actions taken to address the complaint
• An apology if warranted
• Information about the user’s right to appeal if they are not satisfied with the outcome.
4. Appeal Process: If the user is not satisfied with the outcome of their complaint, they have the right to appeal. The appeal should be submitted in writing to our Managing Director within 14 business days of receiving the response from the Complaints Officer. The Managing Director can be reached at the following contact details:
c/o Managing Director
Address: The Maltings, East Tyndall Street, Cardiff, Wales, CF24 5EA
Email address: [email protected]
The Managing Director will acknowledge receipt of the appeal within 3 business days and investigate the appeal thoroughly. The Managing Director may contact the user to gather more information about the appeal.
5. Appeal Resolution: The Managing Director will provide the user with a written response to their appeal within 14 business days of receiving the appeal. The response will include:
• A summary of the appeal
• An explanation of our investigation findings
• Any actions taken to address the appeal
• An apology if warranted
• Information about the user’s right to escalate the complaint to an external body if they are not satisfied with the outcome.
We believe that our complaints management process will help us to resolve complaints quickly and fairly. We are committed to using feedback from our users to improve our services and ensure that we continue to provide high-quality telecare services.