Gala Technology Complaints Procedure

• 1. Introduction

Gala Technology is committed to providing exceptional service and maintaining a high level of customer satisfaction. This complaints procedure is designed to ensure that any concerns or complaints raised by our customers are handled promptly, fairly, and effectively.

• 2. Scope

This procedure applies to all customers of Gala Technology who wish to raise a complaint regarding any aspect of our services, products, or conduct. Complaints may include, but are not limited to, issues related to product performance, customer service, billing, or any other matter that may cause dissatisfaction.

• 3.Procedure
• 3.1 How to Submit a Complaint

Complaints can be submitted through the following channels:

• Online Form: Available on our website at https://www.galatechnology.co.uk/merchant-support
• Email: merchantsupport@galatechnology.com
• 3.2 Information Required
• -Your name and contact details
• -Description of the issue or concern
• -Relevant dates and times
• -Any supporting documentation or evidence
• -Desired resolution or outcome
• 3.3 Acknowledgement of Receipt

We will acknowledge the receipt of your complaint within two working days. This acknowledgement will be sent via email or phone, depending on your preferred method of contact.

• 3.4 Investigation Process

Once acknowledged, your complaint will be assigned to a dedicated complaints officer who will investigate the matter thoroughly. This may involve:

• -Reviewing relevant documentation and records
• -Contacting you for further information if necessary
• -Liaising with relevant departments or personnel
• 3.5 Timeline for Response

We aim to provide a comprehensive response to your complaint within 7 working days. If additional time is required, we will inform you of the delay and provide an estimated timeframe for resolution.

• 4. Resolution

Upon completion of the investigation, we will communicate the resolution to you in writing. This response will include:

• -A summary of the findings
• -Any actions taken to address the issue
• -Proposed solutions or remedies, if applicable
• 5. Escalation

If you are not satisfied with the response, you may escalate the complaint to a higher authority within Gala Technology. Please contact:

• Head of Customer Relations: escalation@galatechnology.com
• 6. Confidentiality

All complaints will be handled with the utmost confidentiality. We are committed to protecting your personal information in accordance with our Privacy Policy and relevant data protection regulations.

• 7. Review and Monitoring

Gala Technology regularly reviews and monitors the complaints procedure to ensure its effectiveness. Feedback from customers is valued and used to improve our services continually.

• 8. Contact Information

For any queries or further assistance, please contact us at:

• Email: merchantsupport@galatechnology.com
• Address: Gala Technology, Unit 10 Farfield Park, Manvers, Rotherham, South Yorkshire, S63 5DB

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