At National Sleep Center, we value our customers and are committed to providing high-quality service and support. This Complaints Policy outlines how you can raise concerns or complaints with us and how we will handle them.
1. Purpose
This policy is designed to:
Ensure all complaints are handled fairly, promptly, and consistently.
Provide a clear and transparent process for resolving customer concerns.
Improve our services through feedback and continuous improvement.
2. What is a Complaint?
A complaint is any expression of dissatisfaction related to:
A product or service provided by National Sleep Center.
The behavior of a staff member or representative.
Website content or user experience.
Communication or customer support issues.
3. How to Make a Complaint
You can submit a complaint through one of the following methods:
Email, phone and on address
4. How We Handle Complaints
Once we receive your complaint:
Acknowledgment: We will acknowledge your complaint within 2 business days.
Investigation: Your complaint will be reviewed thoroughly and objectively.
Response: We aim to resolve most complaints within 7 business days. If more time is required, we will inform you of the delay and expected resolution time.
Outcome: We will provide a clear explanation of our findings and any actions taken.
5. Escalation
If you are not satisfied with the initial outcome:
You may request an internal review by a senior team member.
We aim to resolve escalated complaints within 10 business days.
6. Confidentiality
All complaints are treated with confidentiality. Your personal information will only be used to process and resolve your complaint and will not be shared without your consent, unless required by law.
7. Continuous Improvement
Your feedback helps us improve. All complaints and resolutions are reviewed regularly to identify areas for improvement in our services, processes, or products.