Because we are compliant with the Consumer
Credit Act 1974 (and supplements), the Data Protection Act 1998
and with relevant European
directives including the Privacy and Electronic Communications (EC
Directive) Regulations 2003 we must set forth a complaints procedure
which our website visitors may use to seek redress, for any valid
reason.
Because
we provide data collection services, and because we do not supply
the principal service being advertised, but process data for our
associates for them to provide this service, it will be very rare
that a complaint will be made (because the main service is not provided
by ourselves). Over 90% of the work will be done in this regard
by our associates. Nevertheless we are bound to comply with the
various regulations as given above.
Because we supply data to a number
of associates it may not be apparent which associate may be dealing
with the event you are complaining about. Therefore by writing to
our central complaints address at our general administrative location,
complaints@inteltab.com, we will be able to match your complaint
with the correct provider or providers.
Alternatively you may write to our
postal address, given on our Contact Us
page.
Complaints Handling Scheme
1. Complaints may be made in writing, by e-mail,
by telephone or in any other form.
2. We reserve the right to decline to consider a
complaint that is made more than six months after you became aware
of the cause of the complaint. There may be instances where we will
waive this requirement at our discretion. We will confirm to you
in writing if a complaint has been made outside the time limit that
we are prepared to consider.
3. We will send you a written or electronic acknowledgement
of a complaint within five business days of receipt, identifying
the person who will be handling the complaint for the business.
Wherever possible, that person will not have been directly involved
in the matter which is the subject of the complaint, and will have
authority to settle the complaint.
4. Within four weeks of receiving a complaint, we
will send you either:
a) a final response which adequately addresses
the complaint; or
b) a holding response, which explains why we are not yet in a
position to resolve the complaint and indicates when we will make
further contact with you.
5. With eight weeks of receiving a complaint we will send you either:
a) a final response which adequately addresses
the complaint; or
b) a response which:
i explains why we are still not in a position
to make a final response, giving reasons for the further delay
and indicating when we expect to be able to provide a final
response; and
ii informs you that you may refer the handling of the complaint
to the Claims Management Regulator if you are dissatisfied with
the delay.
6. Where we decide that redress is appropriate, we will provide
you with fair compensation for any acts or omissions for which we
are responsible and will comply with any offer of redress which
you accept. Appropriate redress will not always involve financial
redress.
We will consult with our associates in relation
to the appropriateness of the complaint and of its handling, in
conjunction with our associates' own complaint procedures.