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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 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.
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.
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.
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.
Contact us if you have a problem with our service, a product, or a member of our team.
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.
The following terms have the following meanings in 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:
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:
You should contact the following people or departments instead of filing a complaint:
The following procedures should be followed if you have a problem with any of the following:
A Complaint must include the following information, in as much detail as is reasonably possible:
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:
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.
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.
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.