Complaints Procedure

**Last Updated: 07.12.2023** 
 
Welcome to the NF Dynamics Virtual Assistant Complaints policy. This procedure outlines the steps for submitting and addressing complaints related to our virtual assistant services. 

It’s important to NF Dynamics that we listen to our clients and deal promptly with any issues and complaints. We always strive to offer a great service but if something does go wrong, please let us know straight away so that we can help to put it right.  

**1.How to make your complaint:** 

1.1 In the first instance, if you feel comfortable to do so , you can raise any concerns directly with us as most issues can be resolved without a formal complaints process.  

1.2 If you don’t feel this is possible, please follow the next steps. 
 
**2. Submission of Complaints:** 
  2.1 Complaints must be submitted in writing to info@nf-dynamics.com. 
  2.2 Include a detailed description of the issue, relevant supporting documentation, and your contact information. 
 
**3. Eligibility:** 
  3.1 To be eligible, a complaint must relate directly to a service provided by NF Dynamics Virtual Assistant. 
  3.2 Complaints unrelated to our services or lacking proper documentation may be deemed ineligible. 
 
**4. Complaints Review:** 
  4.1 NF Dynamics Virtual Assistant will review and record each complaint promptly upon receipt and send you an acknowledgement email, usually within 3 working days. 

    4.2 We will then investigate your complaint – looking at previous correspondence and reviewing your file. 
  4.3 We may request additional information or clarification during the review process. 
  4.4 We will then email you directly including our findings and suggestions about how to resolve your complaint. This will usually be within 15 working days of receipt of your complaint.  
**5. Resolution:** 

    5.1 If you are happy that the complaint has been resolved at this stage, we will record the complaint as closed.  

    5.2 If you are still not happy with our solution, you should contact us again explaining why within 15 working days and we will review the initial response you’ve received.  
  5.3 We will email you with our final decision, explaining the reasons for this, within 10 working days of receiving your request to review the complaint. 
  5.4 Please note that bills should still be paid during this process- NF Dynamics may charge interest on any non-payment or part non-payment of bills for service already provided. 

   5.5 Any timescales mentioned above will be adhered to where possible – in the event of any changes, we will contact you to explain why the process has been delayed.  
 
**6. Communication:** 
  6.1 NF Dynamics Virtual Assistant will maintain open.