Complaints Policy

KRCS Group Ltd ("KRCS") is committed to providing excellent customer service and resolving complaints fairly, consistently and promptly.

We regard complaints as valuable feedback that helps us improve our products, services and processes.

All complaints will be handled objectively, professionally and without prejudice to the complainant.

This policy applies to complaints relating to:

• Products supplied by KRCS.
• Services provided by KRCS.
• Managed Services and Professional Services.
• Repair and support activities.
• Finance introductions and finance referral activities.
• Data protection and privacy matters.
• Customer service interactions.

This policy applies to complaints received from customers, prospective customers, suppliers, finance partners and other third parties.

A complaint is:

Any expression of dissatisfaction, whether oral or written, relating to a product, service, process, employee action, finance introduction, or the handling of personal data where a response or resolution is expected.

A complaint may be received:

• By email.
• Via the KRCS website.
• By telephone.
• In writing.
• In person.
• Through a finance partner.
• Through a regulatory body.

To support effective management and reporting, complaints will be categorised as:

Product Complaints

Issues relating to products supplied by KRCS.

Service Complaints

Issues relating to repairs, installation, consultancy, managed services or support.

Finance Complaints

Complaints relating to finance referral activity or regulated credit introductions.

Data Protection Complaints

Complaints relating to collection, use, storage or disclosure of personal data.

Conduct Complaints

Complaints regarding employee conduct or customer interactions.

Other Complaints

Any complaint not covered by the above categories.

Complaints may be submitted to:

Email: info@krcs.co.uk
Post: KRCS Group Ltd, Queens Court, Lenton Lane, Nottingham, NG7 2NR
Telephone: KRCS Customer Services

Where a complaint relates to personal data, complaints may also be submitted to:

Email: customer_service_director@krcs.co.uk

KRCS is committed to ensuring that employees who may receive, manage, investigate or escalate complaints are appropriately trained in complaint handling procedures. This helps ensure complaints are handled fairly, consistently, professionally and in accordance with applicable legal and regulatory requirements.

Relevant employees receive training designed to ensure they can:

• Identify and recognise expressions of dissatisfaction that may constitute a complaint.
• Understand complaint escalation requirements and internal reporting procedures.
• Comply with applicable legal, regulatory and partner obligations.
• Deliver fair, timely and appropriate customer outcomes.
• Maintain accurate complaint records and documentation where required.

Training requirements will be reviewed periodically and refresher training provided as appropriate to support ongoing compliance, continuous improvement and high standards of customer service.

KRCS will:

1. Record all complaints upon receipt.
2. Assign responsibility to an appropriate manager.
3. Investigate the issues raised.
4. Keep the complainant informed of progress.
5. Provide a formal outcome.
6. Record any corrective actions taken.

All complaints shall be logged.

KRCS aims to:

• Acknowledge complaints within 5 working days.
• Investigate promptly and fairly.
• Provide a substantive response within 10 working days where possible.
• Where additional investigation is required, provide regular updates until resolution.

For data protection complaints, KRCS will respond without undue delay and no later than 30 calendar days, unless legislation permits an extension.

A data protection complaint may relate to:

• Use of personal information.
• Accuracy of personal information.
• Marketing communications.
• Subject access requests.
• Data retention.
• Data sharing activities.
• Information security concerns.

Data protection complaints will:

• Be specifically identified within the complaints register.
• Be investigated by an appropriate manager.
• Be handled in accordance with UK data protection legislation.
• Include information regarding the complainant's right to escalate concerns to the Information Commissioner's Office (ICO).

Where a complaint is received on behalf of a finance provider, lender or other third party:

• The complaint will be acknowledged promptly.
• Relevant information will be shared with the appropriate partner where permitted.
• The complaint will be forwarded to the relevant organisation where responsibility does not rest with KRCS.
• KRCS will maintain records of all communication and actions taken.

Where a complaint cannot be resolved satisfactorily:

Stage 1

Investigation by the responsible department manager.

Stage 2

Escalation to a Director.

Stage 3

Formal executive review by senior management.

All escalation decisions shall be documented.

Where relevant, complainants will be informed of their right to refer concerns to an appropriate regulatory body.

This may include:

• The Financial Ombudsman Service (where applicable and eligible).
• The Information Commissioner's Office (ICO) for data protection matters.
• Trading Standards or other relevant authorities.

KRCS shall maintain records of all complaints, including:

• Date received.
• Complainant details.
• Complaint category.
• Summary of complaint.
• Investigation outcome.
• Resolution date.
• Corrective actions.
• Escalation details.

Records will normally be retained for a minimum of six years.

KRCS will periodically review complaint trends to:

• Identify recurring issues.
• Assess service quality.
• Improve customer experience.
• Reduce complaint recurrence.
• Support management reporting and review activities.

Significant complaint trends will be reported to senior management.

This policy shall be reviewed at least annually through the KRCS Management Review process and updated where required due to:

• Changes in legislation.
• Regulatory guidance.
• Business activities.
• Complaint trends.
• Internal audit findings.

You can download a copy of this complaints policy by clicking here.