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IMTF Customer Complaints Policy

1. Introduction: IMTF is committed to providing excellent products/services and exceptional customer experiences. However, we recognize that occasionally, issues may arise that require resolution. This policy outlines the process for handling customer complaints effectively and efficiently.

2. Definition of a Complaint: A complaint is any expression of dissatisfaction from a customer regarding our products, services, or interactions with our company, whether received verbally, in writing, or through any other communication channel.

3. Complaint Handling Process:

  • All complaints received by IMTF will be acknowledged promptly, usually within 72 Hours.

  • Complaints will be handled with sensitivity, confidentiality, and fairness.

  • Upon receipt of a complaint, an investigation will be conducted to understand the nature and circumstances of the complaint.

  • We aim to resolve complaints as quickly as possible, with regular updates provided to the customer throughout the process.

  • Appropriate corrective actions will be taken to address the root cause of the complaint and prevent recurrence.

  • The customer will be informed of the outcome of the investigation and any actions taken to address the complaint.

4. Channels for Submitting Complaints: Customers can submit complaints through the following channels:

All complaints will be recorded and tracked to ensure timely resolution.

5. Escalation Process: If a customer is not satisfied with the resolution provided, they may request escalation to a higher level of management or seek alternative dispute resolution mechanisms, such as mediation or arbitration.

6. Monitoring and Review:

  • This policy will be periodically reviewed and updated as necessary to ensure its effectiveness and compliance with relevant standards and regulations.

  • Feedback from customers will be solicited to identify opportunities for improvement in our complaint handling process.

7. Compliance:

  • All employees of IMTF are required to comply with this policy and support its implementation.

  • Failure to comply with this policy may result in disciplinary action, up to and including termination of employment.

IMTF is committed to addressing customer complaints promptly and effectively to maintain trust and satisfaction.

Date of Policy Implementation: 05/05/2024

Last Review Date: 05/05/2024


Nicola Allcock

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