Customer Service Policy and Complaint Mechanism

1. Introduction

At ESG Pro, we are committed to providing exceptional service and products. We believe in the value of feedback, both positive and negative, as it helps us to improve and evolve. Our customer service policy and complaint mechanism is designed to ensure that all feedback is handled efficiently and effectively.

2. Avenues for Feedback

Customers are encouraged to share their feedback, suggestions, and concerns with us. Feedback can be provided through the following channels:

• Email: Send your feedback directly to hj@esgpro.co.uk.
• Online Form: Fill out the feedback form available on our website.
• Phone: Contact our customer service team during business hours.

3. Email Feedback and Complaints

For email communications, please adhere to the following guidelines:

• Subject Line: Clearly state the nature of your feedback (e.g., ‘Product Feedback’, ‘Service Complaint’).
• Details: Provide as much detail as possible, including any relevant dates, times, and specifics of your experience or product concern.
• Contact Information: Include your full name and preferred contact details for follow-up.

4. Handling Complaints

Upon receiving a complaint, our process is as follows:

• Acknowledgement: We aim to acknowledge receipt of your complaint within 2 business days.
• Investigation: Your complaint will be thoroughly investigated by the relevant department.
• Resolution: We aim to resolve complaints within 10 business days. If this timeline needs to be extended, we will inform you of the reasons and the expected resolution date.
• Response: A detailed response will be provided, outlining the findings and any actions taken.

5. Escalation

If you are not satisfied with the resolution, the complaint can be escalated to a senior manager. Please state this in your communication, and the issue will be reviewed at a higher level.

6. Confidentiality

All feedback and complaints are treated with confidentiality and are used solely for the purpose of improving our services and products.

7. Continuous Improvement

We regularly review our customer service policies and complaint mechanisms to ensure they meet our high standards and customer expectations.

8. Contact Us

For any further inquiries or feedback, please do not hesitate to contact us at hj@esgpro.co.uk.

Humperdinck Jackman

Leads the daily operations at ESG PRO, he specialises in matters of corporate governance. Humperdinck hails from Bermuda, has twice sailed the Atlantic solo, and recently devoted a few years to fighting poachers in Kenya. Writing about business matters, he’s a published author, and his articles have been published in The Times, The Telegraph and various business journals.

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