VOCO Tech Solution LIMITED is committed to delivering high standards of customer service and resolving complaints promptly, fairly, consistently, and transparently.

1. Purpose

VOCO Tech Solution LIMITED is committed to delivering high standards of customer service and resolving complaints promptly, fairly, consistently, and transparently. This procedure outlines how customer complaints are received, investigated, managed, and resolved.

2. Scope

This procedure applies to complaints received from merchants, prospective customers, business partners, or other stakeholders regarding the Company's products or services.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction relating to the Company's services, employees, processes, or business activities where a response or resolution is expected.

4. Receiving Complaints

Complaints may be submitted by:

• Email
• Telephone
• Written correspondence
• Company website
• Other approved communication channels

All complaints shall be recorded within the Company's complaints register.

5. Acknowledgement

The Company aims to acknowledge receipt of a complaint within two business days. The acknowledgement shall include:

• Complaint reference number.
• Contact details of the individual handling the complaint.
• Expected timeframe for investigation.

6. Investigation

Each complaint shall be investigated impartially by an appropriately authorised member of staff who was not directly involved in the matter where reasonably practicable. The investigation may include:

• Reviewing account records.
• Examining supporting documentation.
• Speaking with relevant employees or third parties.
• Assessing applicable contractual or regulatory obligations.

7. Resolution

The Company aims to resolve complaints as quickly as reasonably possible. Where additional time is required, the complainant shall receive regular updates regarding progress. The final response shall include:

• Summary of the investigation.
• Findings.
• Outcome.
• Any corrective action taken.
• Details of any further escalation rights, where applicable.

8. Root Cause Analysis

Significant or recurring complaints shall be analysed to identify underlying causes. Where appropriate, improvements shall be implemented to reduce the likelihood of future complaints.

9. Record Keeping

Complaint records shall include:

• Date received.
• Nature of complaint.
• Investigation undertaken.
• Correspondence.
• Outcome.
• Resolution date.

Records shall be retained in accordance with the Company's document retention policy and applicable legal requirements.

10. Confidentiality

All complaints shall be handled confidentially and in accordance with applicable UK data protection legislation.

11. Policy Review

This procedure shall be reviewed annually or sooner where regulatory requirements or business operations materially change.