Complaints Procedure

 

If, at any time, you feel LiveYou’s level of service is unsatisfactory or you would like to bring an issue to our attention please contact Daniel Reed (Director & Founder) via email to [email protected] with details of your concerns. 

 

Likewise, if you feel LiveYou has done something particularly well, we are always grateful to receive positive feedback!

 

Should you feel your issues have not been addressed, please refer to our full complaints policy. We aim to ensure that all complaints will be handled in a professional and non-confrontational manner.

 

Policy Statement


LiveYou is committed to providing an industry-leading quality of service for its clients and personal assistants whilst working in a transparent and accountable way to build trust and respect. The best way to continuously improve our service is by listening and responding to the views of our personal assistants, clients and stakeholders. In particular, by responding positively to complaints and putting mistakes right. Therefore, we aim to ensure that:

 

• making a complaint is as easy as possible;

• we treat a complaint as a clear expression of dissatisfaction with our service, which calls for an immediate response;

• we deal with any complaint promptly, politely, and, when appropriate, confidentially;

• we respond in the right way - for example, with an explanation or an apology where we have made mistakes, or details on any action taken etc.;

• we learn from complaints, use them to improve our service, and annually review our complaints policy and procedures.

• all complaints will be handled professionally and appropriately.

 

Informal Complaints

 

Definition:

An informal complaint is any expression of dissatisfaction with LiveYou.

 

Our objectives are to:

 

• Promptly address informal concerns;

 

• Facilitate constructive mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is advantageous when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

 

In circumstances where the client feels dissatisfied or is aware of issues that LiveYou needs to resolve, they should get in touch as soon as practicable to raise these concerns. LiveYou aims to make this process as easy and accessible as possible by providing a range of contact methods, such as:

 

  • Instant messenger on our Facebook page, 

  • Email: [email protected] 

  • Telephone (during office hours): Daniel Reed: 07415379997 / Sam Chapman: 07487757345 

We will endeavour to respond to informal complaints in a prompt and timely manner and, in any case, within 3 working days. 

 

For any concerns that are urgent in nature, please contact us using more than one method. For example, set out the detail of your complaint in an email and contact us via instant message to make us aware of your query. 

 

Formal Complaints

 

Definition:

 

A formal complaint is a written expression of dissatisfaction with LiveYou. Be it with a member of staff, or service provided that relates to the work undertaken by LiveYou, which requires a formal response. The formal complaints procedure is intended to ensure that all complaints are handled fairly and consistently.

 

LiveYou’s responsibility is to:

 

• acknowledge the formal complaint in writing;

• respond within a stated period of time;

• deal reasonably and sensitively with the complaint;

• take action where appropriate.

 

 

A complainant's responsibility is to:

 

  • Bring their complaint, in writing, to the attention LiveYou as soon as practicable, normally within 6 weeks of the issue arising via; 

    • Email: [email protected] 

    • Post: LiveYou, 19 Portland Terrace, Newcastle upon Tyne, NE2 1QQ. 

 

  • Explain the problem as clearly and as fully as possible, including any action taken to date;

  • If applicable, detail any action(s) you wish LiveYou to take to resolve your complaint  

  • Allow LiveYou reasonable time to deal with the matter.

 

 

Confidentiality

 

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and LiveYou maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it is impossible to deal with a said complaint whilst maintaining confidentiality (each complaint will be judged on its own merit). Should this be the case, the situation will be explained to the complainant.

 

Formal Complaints Procedure

 

Stage 1


If we are unable to resolve your issue informally, you should email [email protected] and include the words ‘Formal Complaint’ in the subject of the email. In this email, you should provide:


(i) the details of your complaint, 

(ii) the remedy you are seeking.


You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 20 working days.


Complaints may also be sent via post (please use a tracked method of posting) - LiveYou, 19 Portland Terrace, Newcastle upon Tyne, NE2 1QQ.

 

Stage 2

 

If you are not satisfied with the initial response to the complaint then you can write to LiveYou and ask for your complaint and the response to be reviewed. You can expect the Director - Mr Daniel Reed- to acknowledge your request within 5 working days of receipt and a response within 20 workings days. LiveYou strive to resolve all matters promptly. However, complex complaints may require a more detailed investigation, precluding us from responding within these timeframes. If this is the case, you will receive an interim response within 20 working days. This response will detail the steps we are taking to deal with the matter, and when to expect a full reply.