At Be-Connect, we are dedicated to providing high-quality service and maintaining transparency and accountability that fosters trust and respect. We value your feedback and treat complaints with urgency to continuously improve our services.
Our Commitment to You
We aim to:
• Make it easy to lodge a complaint.
• Welcome compliments, feedback, and suggestions.
• Treat complaints as clear expressions of dissatisfaction requiring immediate action.
• Respond promptly, politely, and confidentially when necessary.
• Provide appropriate responses, whether it be explanations, apologies, or information on corrective actions.
• Learn from complaints to enhance our services, reviewing our complaints policy andprocedures annually.
Your personal information is handled in compliance with the Data Protection Act 2018. We may use your information to:
• Provide our goods and services.
• Process payments.
• Inform you of new products and services, with an option to opt out at any time.
We aim to:
• Quickly and fairly resolve informal concerns.
• Take all complaints seriously and use insights gained to improve our services.
• Facilitate mediation between complainants and the relevant parties.
Stage 1: Informal Resolution
Staff members will first assess the complaint’s seriousness. An informal resolution is sought if feasible. If unresolved, proceed to Stage 2.
Stage 2: Formal Complaint
If informal resolution fails, you can escalate the complaint formally:
1. Email: Send your complaint to info@be-connect.co.uk
2. Post: Write to Be-Connect Pay, Bizniz Point, Crown House, Home Gardens, Dartford DA1 1DZ
3. Phone: Call us at 02070527978. Additional written details may be requested.
• All complaints are logged in our online portal support ticket system and handled by our Partner Relationship Manager.
• An email acknowledgment will be sent within 5 working days, with updates on the investigation's progress.
• We aim to resolve complaints within 15 working days of acknowledgment. If more time is needed, we will inform you of the delay and the expected resolution timeline.
Complaints should be registered promptly. Complaints made after twelve months may not be fully investigated, although exceptions may apply if there is a valid reason for the delay.
If you are unsatisfied with the resolution, request a review by a director not previously involved in your case. A final position will be communicated within 28 days of your review request.
If dissatisfaction persists, you may refer the matter to a certified Alternative Dispute Resolution (ADR) provider, and we will collaborate with them to find a resolution.