Complaints Policy

Our Commitment to You

At Little Moo Group, we're committed to delivering excellent service and clear communication. We take all feedback and complaints seriously and view them as a valuable opportunity to identify areas for improvement and strengthen our relationships with clients and customers.

This Complaints Policy outlines how to submit a complaint, what to expect during the complaints process, and how we'll work to resolve your concerns.

What Constitutes a Complaint

A complaint is any expression of dissatisfaction about our services, products, website, staff interactions, communication, or any other aspect of your experience with Little Moo Group. Complaints may include:

• Issues with service delivery or quality
• Concerns about website functionality or accessibility
• Communication problems or unmet expectations
• Issues with how your personal information was handled
• Concerns about pricing, invoicing, or payment terms
• Staff conduct or professionalism
• Any other matter where you feel we haven't met your expectations or breached an agreement

How to Submit a Complaint

We want to make it easy for you to share your concerns. You can submit a complaint in any of the following ways:

Email

General complaints: contact@littlemoogroup.com (with subject "Complaint")

Data or privacy concerns: contact@littlemoogroup.com (with subject "Data Protection Complaint")

Contact Form

Use our contact form and select "Complaint" from the enquiry type dropdown. Provide as much detail as possible about your issue.

Phone or In Person

If you prefer to discuss your complaint verbally, email us first and we'll arrange a convenient time for a call or meeting.

What to Include in Your Complaint

To help us investigate your complaint effectively, please provide:

• Your full name and contact details (email and phone)
• Date of the issue or when you first noticed the problem
• Clear, detailed description of what went wrong
• Any relevant dates, communications, or documentation
• The specific outcome or resolution you're seeking
• Any previous communications about this issue

The more information you provide, the quicker and more effectively we can investigate. However, don't let this delay submitting your complaint—we can ask for additional details as needed.

Our Complaints Process

Step 1: Acknowledgement (5 working days)

We will acknowledge receipt of your complaint within 5 working days. Our acknowledgement will include your complaint reference number, the name of the person handling your complaint, and what to expect next.

Step 2: Investigation (up to 20 working days)

We will investigate your complaint thoroughly and fairly. This may involve:

• Reviewing relevant records, communications, and documentation
• Speaking with relevant team members
• Gathering additional information from you if needed
• Consulting with specialist staff or advisors if necessary

If your complaint is complex and requires an extended investigation, we will inform you within the 20-day window and provide a timeline for resolution.

Step 3: Response (usually within 20 working days)

We aim to provide you with a full, detailed response usually within 20 working days of receiving your complaint. Our response will:

• Address each point raised in your complaint
• Explain what we found during our investigation
• Explain why the situation occurred
• State what actions we'll take to resolve it
• Explain any remedies or compensation (if applicable)
• Inform you of your right to escalate if unsatisfied

Step 4: Escalation (if needed)

If you're not satisfied with our initial response, you can request escalation for further review. To escalate:

• Reply to our initial response email with "Escalation Request" in the subject line
• Explain why you're not satisfied with our response
• State what resolution you're now seeking

Escalated complaints will be reviewed by a senior member of staff not involved in the original investigation. We will provide a final response within 15 working days of the escalation request.

Timeframes and Expectations

Our standard complaints process follows this timeline:

• Day 1: Complaint received
• Within 5 working days: Acknowledgement sent
• Days 6-20: Investigation period
• By Day 20: Full response provided
• If escalated: Further response within 15 working days

In exceptional cases where resolution requires more time, we will keep you informed and provide regular updates.

Record Keeping and Continuous Improvement

We maintain detailed records of all complaints received and use this feedback to:

• Identify patterns or systemic issues
• Improve our processes and procedures
• Train our team to prevent similar issues
• Enhance our products and services
• Strengthen our customer relationships

Your complaint is valuable to us. Even if we can't provide the outcome you hoped for, your feedback helps us become better.

Right to External Review

If you remain dissatisfied after our complaints process is complete, and your complaint relates to data protection, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) at www.ico.org.uk. Our ICO registration number is ZC168766.

For other complaints, external review may be available through industry bodies, consumer protection agencies, or dispute resolution services, depending on the nature of the complaint.

Frivolous or Vexatious Complaints

While we're committed to considering all complaints fairly, we reserve the right to decline to process or stop processing complaints that are:

• Frivolous, vexatious, or abusive in nature
• Submitted repeatedly without new information
• Used as a mechanism for harassment or intimidation
• Clearly outside the scope of our responsibility

If we decide not to process a complaint, we will inform you in writing with a clear explanation.

Complaints and Data Protection

When you submit a complaint, you're providing us with personal information. We will process this information in accordance with our Privacy Policy. Your complaint details will be kept confidential and only shared with relevant staff and, if necessary, external advisors or regulators.

Contact Details

To submit a complaint:

• Email: contact@littlemoogroup.com (subject: "Complaint")
• Contact form: Use our contact form
• Address: Radcliffe House, Blenheim Court, Solihull, B91 2AA, England
• Company Number: 16986790

Questions About This Policy?

If you have questions about this Complaints Policy or our complaints process, please don't hesitate to contact us. We're happy to clarify any points and discuss how we can best address your concerns.