Client Complaints Policy
Introduction:
At Muse, we value our customers' feedback and are dedicated to providing excellent service. We understand that sometimes things may go differently than planned, and we are committed to addressing issues promptly and effectively when problems arise. This Client Complaints Policy outlines our procedures for handling and resolving customer complaints.
Process for Dealing with Complaints:
Customers can submit complaints, raise tickets, or ask questions through various channels, including the custom support tool on our website or the Muse portal. Upon receipt, an automatic email is generated and sent to support@getmymuse.com. Our customer support team, led by a designated team member and supported by the Operations Manager, handles these communications.
We aim to acknowledge and respond to all complaints within 24 hours, emphasising responsiveness during office hours from 9 am to 5 pm, Monday to Friday. The designated team member will engage directly with the client to understand their concerns and work towards a resolution. In instances where the team member is unavailable, the Operations Manager will step in to ensure continuity of service.
Throughout the complaint resolution process, we prioritise clear communication with the client, informing them of the steps we take to address their concerns. We understand the importance of transparency and strive to maintain open dialogue.
If the initial response from the designated team member and Operations Manager does not lead to a satisfactory resolution, the complaint will be escalated to the Compliance Manager for further review and action. Our Compliance Manager is responsible for ensuring that all complaints are thoroughly investigated and resolved in accordance with our policies and procedures.
Third-Party Providers:
In cases where complaints are related to the services provided by our third-party partners (e.g., Codat, Northrow, Truelayer), we will promptly inform the client and facilitate direct communication with the respective third-party service provider. We recognise the importance of swift resolution and will work closely with our partners to address any outstanding concerns in accordance with the terms outlined in our Service Level Agreements (SLAs).
Recording:
All customer complaints are meticulously recorded and tracked by the Operations Manager using our internal tracking system. These records not only help us monitor the resolution process but also contribute to our monthly objectives and Management Information Reports. We utilise this data to identify trends, areas for improvement, and opportunities to enhance our customer experience.
Data:
We take the privacy and security of customer data seriously. Any complaints about data handling or privacy concerns will be handled in strict accordance with our Privacy Policy and relevant data protection regulations. We are committed to maintaining the confidentiality and integrity of customer information throughout the complaint resolution process.
Contact:
If a customer is unable to access the Muse portal or website, alternative contact options are available:
Email: info@getmymuse.com
Telephone: 020 3991 1277