Privacy Policy

Sustainability Policy

Our organization’s progress toward sustainability is in the best interests of our company and society as a whole. To that aim, we shall strive to realise the following performance vision.

Economic success: the wise use of financial resources

Economic Prosperity of the Company: Our company is well-positioned to survive and thrive in the long run.

Economic Prosperity in the Community: We assist our community in surviving and prospering economically.

Social responsibility: respect for people

Respect for Employees: We treat our employees with respect, fairness, and non-exploitation, particularly when it comes to compensation and benefits; promotion and training; open, constructive dialogue with management; participation in decision-making; safe, healthy, and non-coercive working conditions; rights of association, collective bargaining, and privacy; employment termination practises; and work-life balance.

Diversity and Fair Hiring Processes: For our workers, board members, and suppliers, we support diversity and implement hiring practises that are fair, responsible, non-discriminatory, and non-exploitative.

Responsible Governance: We effectively manage our risks, utilise our economic strength responsibly, and conduct our business in an ethical and legal manner.

Respect for Stakeholders: We treat local residents, investors, suppliers, and other stakeholders who may be impacted by our operations with transparency, respect, and fairness. To improve the well-being of others, we collaborate with our communities.

Customers: We treat our customers with honesty and fairness, competing fairly for their business, protecting their privacy, and providing them with safe and effective products and services on the terms we guarantee.

Environmental responsibility: respect for life and the wise management and use of natural resources

Conservation of Natural Resources: We conserve natural resources to the greatest extent possible.

Waste Prevention and Management: We decrease the quantity and degree of hazard of the wastes we generate from our operations to the greatest extent possible, and we handle them in a safe, legal, and responsible manner to minimise their environmental consequences.

Environmental Danger Control and Restoration: We reduce the risk of spills and other potentially harmful environmental incidents, and we restore and enhance the environment where we have harmed it.

Reduced Supply Chain Impacts: We collaborate with others in our supply chain to ensure that the negative environmental impacts and hazards associated with our products and services are minimised and effectively managed, and that environmental benefits are maximised.

Collaboration with Communities: To safeguard and improve the environment, we work together with our communities.

Our Complaints Policy

If things doesn’t go according to plan for whatever reason, we’ll do everything we can to fix it quickly and fairly.

Here’s a quick rundown of the steps we take to resolve client complaints. Below this fast guide, you’ll find a list of all of our policies, procedures, and ways to reach us.

Quick Guide to Complaints

Contact us if you have a problem with our service, a product, or a member of our team.

  • Let us know what’s wrong by email, phone, or in writing if you need assistance.
  • Make sure to include as much information about the funeral or inquiry as possible – dates and times, as well as which one it is.
  • To fix things, tell us what you think is necessary.

When you submit a complaint, we will acknowledge receipt within seven days and respond to your concerns in a thoughtful manner, usually within 28 days, but complicated issues may require more time.

We hope this will lead to a positive conclusion, but if you are still dissatisfied, you can file an appeal. A director of the company will be tasked with reviewing the situation at this time.

Within 28 days following the review, you will receive a thorough explanation of any decision, but complex situations may take longer.

If you are still dissatisfied, you can file a complaint with the Chartered Institute of Arbitrators (CIA) for external resolution.

Full Policy and Procedures

Definitions

The following terms have the following meanings in this Complaints Policy:

  • Complaints can be escalated to the next level via “Appeal” if you are dissatisfied with the outcome of Level One.
  • An “Appeal Handler” at Waverly Consort Group Ltd refers to a Director of the company who is responsible for handling Level Two Complaints.
  • The term “Business Day” refers to any day other than Saturday or Sunday in England when banks are open for normal business.
  • “Complaint” refers to a complaint concerning Waverly Consort’s products and/or services, our customer service, or our personnel, agents, or subcontractors;
  • Level One complaints will be handled by a Waverly Consort Group Ltd. employee working at Team Leader level.
  • This document is referred to as the “Complaints Policy.”
  • Waverly Consort Group Ltd.’s “Complaints Procedure” is the company’s internal process for handling complaints, which may be obtained from our Head Office.
  • the unique code provided to your complaint that will be used to keep track of the complaint is known as “Complaint Reference.”
  • Complaints are referred for external resolution if you are dissatisfied with their conclusion at Level Two; this is known as “External Resolution.”
  • You will be assigned a Complaint Handler at “Level One” of our complaints handling procedure, which is the first step in the process.
  • Level Two is the second level of our complaints processing method, under which you may appeal the conclusion of a Level One Complaint. You will be assigned an Appeal Handler for your complaint.

Purpose of this Complaints Policy

Please feel free to contact the Waverly Consort Group with any questions or concerns you may have. As a company, we want to learn from any complaints you may have about our products and/or services; not only do we want to resolve them to your satisfaction, but also we hope to improve our business and customer experience in the future.

At our company, we believe in resolving customer complaints in a timely manner that avoids the need for formal investigations or other authorities. Here are only a few of the purposes of this policy:

  • For consumers who wish to file a complaint about Waverly Consort, our goods and/or services, our customer support, or about our agents or subcontractors, we have established a simple and fair process.
  • Everyone working for or affiliated with Waverly Consort should know how to respond to consumer complaints, as stated in
  • To make certain that all complaints are treated equally, fairly, and promptly;
  • To ensure that crucial information is acquired from Complaints and used in the future to prevent a similar scenario from occurring again.

What this Complaints Policy Covers

In accordance with this Complaints Policy, Waverly Consort’s sales of goods and/or provision of services as well as its customer service and its employees, agents or subcontractors are all included in the scope.

Any mention to Waverly Consort includes our personnel, agents, and subcontractors.

We accept complaints about any of our actions, including but not limited to the following:

  • Customer service from Waverly Consort has been excellent, according to you.
  • Employees, agents, and subcontractors’ conduct and/or competency in their jobs
  • If Waverly Consort has any issues with the delivery of goods to you, please contact us right once.
  • Delays, flaws, poor craftsmanship, or other issues related to Waverly Consort’s services;
 

You should contact the following people or departments instead of filing a complaint:

  • Questions concerning our products and/or services; 
  • Exchange or refund for defective, faulty or erroneous goods if there is no additional complaint in compliance with our Terms of Business;
  • matters related to contractual or civil litigation; 
  • A formal request to release information, such as under the Data Protection Act;

Making a Complaint

The following procedures should be followed if you have a problem with any of the following:

  • You can submit your application in writing by sending a letter to the Administration Team Leader at Waverly Consort in Ringwood.
  • [email protected] is the email address of the Administration Team Leader.
  • By calling our phone number, 079 1352 2037.

A Complaint must include the following information, in as much detail as is reasonably possible:

  • Please provide us with the following information: Your name, address, telephone number, and email address (We will use your preferred method of communication to respond to your complaint).
  • When submitting a complaint on behalf of someone else, please provide their name and contact information as well.
  • The invoice number, if you’re filing a complaint about a specific transaction.
  • For complaints involving one of our employees, agents or subcontractors, please include the name and status of that employee, agent or subcontractor if applicable.
  • The specifics of your complaint, including any dates, times, incidents, and individuals involved;
  • Details of any documents or other proof that you intend to provide in support of your Complaint are required.
  • Specifics on what you want Waverly Consort to do to remedy the situation and make things right in your opinion. Such requests are not obligated to be fulfilled beyond what is required by law or contractually agreed upon, so please bear this in mind when making such requests.)

How We Handle Your Complaint

In the event of a complaint, Waverly Consort has a two-step process. Complaints must be resolved at Level One without further recourse, as outlined in our Complaints Procedure. If you aren’t content with the outcome of Level One, you have the option to go on to the next level. There is a third option for complaints if you are still unsatisfied at the end of Level Two.

There are five levels in the first one:

  • Chapter 1 Your Complaint will be logged in our Business Management System and acknowledged in writing within seven days by the Administration Team Leader, as stated above in Section 4.1. You will be given a Complaint Reference number.
  • Chapter 2 Your Complaint Handler’s name and contact information will be sent to you when we respond to your complaint. It is possible that your Complaint will be allocated to the person to whom your original Complaint was addressed (as stated above), or another appropriate member of our team.
  • An employee, agent or subcontractor will be told of your Complaint and given an opportunity to react if it is about an employee, agent or subcontractor. We politely ask that you do not contact the employee, agent, or subcontractor in issue directly while we are attempting to address the Complaint.
  • ” The Complaint Handler will contact you as soon as reasonably practicable if we need any further information or proof from you. In order to keep the complaints handling process moving, we urge that you make all reasonable attempts to provide any such information or proof as fast as possible. However, if for whatever reason you are unable to give such information or proof, we will use all reasonable attempts to proceed without it, but please be aware that we will not ask for further information or evidence unless we deem it vital to the effective settlement of your complaint.
  • Level One complaints should be resolved within 28 days, although this may not always be achievable, especially if your complaint is complicated. A delay in service shall be communicated to the customer and the reasons for it if this is not feasible for any reason.
  • Even if your complaint is denied at Level One, we will present you with all the information we have gathered and the steps we have done as a consequence of our investigation. The complaint will now go to Level Two, where you will have the opportunity to file an Appeal if you are not satisfied with our judgement.

Second Level:

  • Level One complaints can be appealed within 14 days, and the complaint will be advanced to Level Two if you are not satisfied. At Waverly Consort Group Ltd, all appeals are handled by a company director.
  • Please contact your original Complaint Handler, who will transmit your request to an appropriate Appeal Handler, with a reference to your initial Complaint Reference Within seven days of receiving an appeal, you will get written confirmation of its receipt. We’ll let you know who your Appeal Handler is when we provide you an acknowledgement of our receipt of your appeal.
  • This is a good place to start. You will be notified of your appeal and given another opportunity to react if your complaint pertains to an individual employee, agent, or subcontractor in more detail. During the course of our investigation, please refrain from contacting the employee, agent, or subcontractor in issue directly about the Complaint. We will do all in our power to remedy the situation.
  • In the event that we need further information or proof from you, the Appeal Handler will contact you as soon as is practically practicable. If you have any such information or proof, please send it to us as soon as possible so that we can get back to you as soon as possible. However, if for whatever reason you are unable to give such information or proof, we will use all reasonable attempts to proceed without it, but please be aware that we will not ask for further information or evidence unless we deem it vital to the effective settlement of your complaint.
  • Here is the full text of section Level Two complaints should be resolved within 28 days, however this may not always be achievable, especially if your complaint is complicated. A delay in service shall be communicated to the customer and the reasons for it if this is not feasible for any reason.
  • ” You may expect us to present you with all of the specifics of our investigation, as well as our findings and any actions we took as a consequence, at the end of the Level Two procedure. As of this point, our judgement is final, but you have the option of going to external arbitration.
  • Resolution from the Outside:
  • At Level Two, if you are not happy with the outcome of your Complaint, the Chartered Institute of Arbitrators may be able to assist you. Contact the Chartered Institute of Arbitrators at 109 Bootham Crescent, Ringwood, BH24 3QH, or through their website at https://www.waverlyconsort.org/ for more information on their complaint and conflict resolution methods.

Confidentiality and Data Protection

Confidentiality is guaranteed for all complaints and information connected to them. Only those employees, agents, or subcontractors of Waverly Consort who need to know about your Complaint will have access to this information.

For the sake of internal training and quality development, we could ask for your consent before using specifics of your Complaint (without identifying you personally). By contacting us, you can cancel your permission at any time.

Your name and address, as well as other personal information (such as, but not limited to, your e-mail address), will be handled and retained in compliance with the Data Protection Act 1998 and your rights under the Act.

Questions and Further Information

There is no need to hesitate to contact us if you have any issues regarding any element of our Complaints Policy or our Complaints Procedure.

Policy Responsibility and Review

The Managing Director of Waverly Consort has overall responsibility for this Complaints Policy and its execution throughout the organisation.

This Complaints Policy is reviewed and amended as necessary on an ongoing basis. •

This Complaints Policy was enacted on January 1, 2018.

On 1st January 2018, this Complaints Policy was last updated.