COMPLAINTS PROCEDURE

1. Introduction

At the DS Group, we are committed to providing high-quality services to our clients. We understand that there may be instances where clients have concerns or complaints. This complaints procedure aims to ensure that all complaints are handled fairly, promptly, and effectively.

2. Definition of a complaint

A complaint is defined as an expression of dissatisfaction with our print, promotional Merchandise, design and mailing services. This includes issues related to print quality, merchandise quality, mailing accuracy, delivery delays, customer service, invoicing, or any other aspect of our operations that may have caused inconvenience or dissatisfaction.

3. Accessibility

Clients can submit their complaints through the following channels:
Email: hello@thedsgroup.co.uk
Telephone:01255 221322
In-person: Tracy Norton-Mead, Managing Director.

4. Timelines

a. Complaint submission

Clients are encouraged to submit their complaints as soon as possible after the issue arises, preferably within 5 days.

b. Response time

We will acknowledge receipt of the complaint within 3 business days and provide an estimated timeline for resolving the issue.

c. Resolution time

We aim to resolve complaints within 5 business days, depending on the complexity of the issue. If more time is required, we will communicate the reasons for the delay and provide regular updates on the progress.

5. Complaint handling process

a. Complaint submission

Clients should provide detailed information about the complaint, including the nature of the issue, relevant order or project details, and any supporting documents or evidence.

b. Initial assessment

Upon receiving a complaint, our designated complaints officer will review and assess its validity and seriousness.

The complaints officer may contact the client for additional information or clarification, if necessary.

c. Investigation and resolution

The complaints officer will initiate an investigation into the complaint, involving relevant departments or personnel as needed.

We will strive to resolve the complaint to the client’s satisfaction, either through corrective measures, refunds, reprints, or other appropriate actions.

The complaints officer will maintain regular communication with the client to provide updates on the progress of the investigation and resolution.

d. Final response

Once the complaint is resolved, the complaints officer will provide a final response to the client, summarising the actions taken and any compensation or resolution offered.

If the client remains dissatisfied, information about escalation procedures or alternative dispute resolution options may be provided.

6. Confidentiality and Data Protection

All complaints will be handled in a confidential manner, with information shared only with personnel involved in the complaint resolution process.

Client information will be handled in accordance with applicable data protection and privacy laws.