Feedback and Complaints

SHOUT OUT

Thank you for your Feedback and Complaint. Artefaktum encourages you to help us providing the best customer experience and let us know what went really good, or really wrong during our assignment for you. Below you will find anything you need to know about our feedback and complaint procedures and policies. We encourage feedback – both positive and negative – on our policies, procedures, services and performance. We welcome your views on your experience of dealing with us or your opinion on any aspect of our service.

Your are important for us

We want to know when our service falls short of what you expect so that we can put things right, make improvements and learn from the experience.

Handling complaints is an important part of the service that we provide. We aim to provide the highest standards of service and to get things right. If you would like to provide feedback or make a complaint on any aspect of our service, we would like to hear from you.

Please read our below Feedback and Complaints Policy Guidance. This provides detailed information about our feedback and complaints system. It explains how you can provide us with feedback on our services, both negative and positive or complain if you are dissatisfied with the service that we have provided.

If you have a complaint about the service you have received, or not received from the police , or other government departments, you should contact them directly.

What we consider as complaint

We consider a complaint to be an expression of dissatisfaction about any aspect of our service by a member of THE ARTEFAKTUM TEAM or OUR representatives who haVE been directly involved, relating to the way in which we have conducted ourselves or dealt with your case or project.

WHO CAN COMPLAIN

A complaint can be made by you or on your behalf by someone you have nominated such as:

A family member or friend
A support group
A solicitor or other professional

If you nominate someone to complain on your behalf, you will need to give permission in writing for the person to act for you.

LIMITATION OF TIME TO COMPLAIN

ARTEFAKTUM will only consider complaints received within six months of the matter complained of. Complaints received outside this period will only be considered in exceptional circumstances, for instance if you became aware of the matter complained about more than six months after it occurred.

HOW TO COMPLAIN

There are several ways to complain:

Via our website
You can make a complaint through our website, either as the person to whom the events happened or on behalf of someone else. This is the most efficient method for submitting your complaint.

By telephone
If you want to complain, you are encouraged to first speak to your case manager or the member of staff involved. They will try to resolve the matter immediately. Telephone numbers are available on our website.

By email
Use the following Email address

By post
You can a make a complaint in writing. Postal addresses for all local offices are available on our website.

THE COMPLAINTS PROCESS

If you want to complain, the first thing to do is to contact your case manager or the member of staff involved. They will try to resolve the matter immediately. If you remain dissatisfied, you may wish to make a formal complaint by writing to us.

Stage One

Complaints at Stage One will be formally recorded and managed by the case manager where the complaint originated. They will look into your complaint and reply within 20 working days. Where it is not possible to complete the investigation, and provide a response within that timeframe, we will write to you stating the date by which we hope to reply.

Stage Two

If you remain dissatisfied with the response received at Stage One you may escalate your complaint. This must be done within one month of our reply. Please provide details of why you remain dissatisfied. A more senior manager will review your complaint and provide a response within 20 working days. Where it is not possible to complete the investigation and provide a response within that timeframe, we will write to you providing the date by which we hope to reply.

This will be the end of the process for complaints relating to legal or financial ISSUEs.

Stage Three

If your complaint refers to the way in which we have conducted ourselves (a service complaint), and you remain dissatisfied following Stages One and Two, you can refer your complaint to the BOARD of directors for review. This must be done within one month of the Stage Two reply. The BOARD is responsible for reviewing complaints from clients in relation to the quality of the service provided by the company and our adherence to our published complaints procedure.

DOWNLOAD THE FEEDBACK AND COMPLAINT FORM

>>> FEEDBACK AND COMPLAINT FORM (PDF 120KB) <<<

CONTACTING ARTEFAKTUM

Any questions, claims or issued related to the Site, the Site Content, Submissions or your use of the foregoing should be addressed ton662b9n662b9

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