Optimise Limited Complaints Policy

Last Updated: 19/01/2024

 

1. Introduction

Optimise Limited ("we," "us," or "our") is committed to providing excellent service and ensuring customer satisfaction. If you have a complaint regarding our products or services, this Complaints Policy outlines the process for addressing and resolving your concerns.

 

2. How to Submit a Complaint

If you have a complaint, please follow these steps:

- Submit your complaint in writing via email to mark.goodwin@proveniolaw.com.

- Provide your name, contact information, a detailed description of the complaint, and any relevant supporting documentation.

 

3. Acknowledgment of Complaint

Upon receiving your complaint, we will send you an acknowledgment within 5 business days, confirming that we have received your complaint and providing you with a reference number.

 

4. Investigation and Resolution

We will conduct a thorough investigation into your complaint. This process may involve contacting you for additional information and reviewing relevant records.

We aim to resolve complaints as quickly as possible. Our goal is to provide a final response within 30 business days of receiving the complaint. If more time is required, we will inform you of the expected resolution timeline.

 

5. Final Response

Once the investigation is complete, we will send you a final response in writing. The response will include:

- A summary of our investigation findings.

- Details of any actions taken to resolve the complaint.

- Our final decision on the matter.

 

6. Escalation

If you are dissatisfied with our final response, you may escalate the matter by contacting the relevant regulatory authority, such as the Information Commissioner's Office (ICO).

 

7. Continuous Improvement

We value your feedback and use the insights gained from complaints to improve our products and services continually.

 

8. Contact Information

If you have any questions about our Complaints Policy or wish to submit a complaint, please contact us at mark.goodwin@proveniolaw.com.

 

9. Governing Law

This Complaints Policy is governed by and construed in accordance with the laws of England and Wales. 

By using our products or services, you agree to the terms outlined in this Complaints Policy. Please review this policy periodically for any updates.

​