Complaint Policy at BoxExchanger

Updated: October 18, 2024

Introduction

At BoxExchanger, we view every complaint not just as feedback, but as a vital opportunity for growth and improvement. Each complaint provides us with valuable insights into our operations, offering us a clear lens to examine the effectiveness of our current procedures and identify potential areas for enhancement. We acknowledge that, despite our commitment to excellence, there are times when we might not meet our own high standards. Such moments are seen not merely as setbacks, but as pivotal learning opportunities.

Our commitment to addressing and rectifying any shortcomings is unwavering. We pride ourselves on our responsiveness — our ability to not only acknowledge issues swiftly but also to act decisively to resolve them. This proactive approach is a core part of our business ethos, setting us apart from our competitors. We believe that the manner in which we handle complaints is reflective of our overall dedication to client satisfaction and service excellence.

This policy is designed to clearly outline our approach to handling complaints. It emphasizes our dedication to treating every complaint with the utmost seriousness, respect, and attention it deserves. By doing so, we reinforce our commitment to transparency and accountability, ensuring that our clients feel valued and heard. This policy serves as a framework guiding our interactions with those we serve, ensuring that we continue to build trust and deliver service that meets the high expectations associated with our brand.

Complaints Handling Procedure: BoxExchanger is dedicated to delivering exceptional service, but we understand that issues may arise occasionally. We take any dissatisfaction very seriously and are committed to resolving complaints swiftly and fairly.

Complaint and Complaint Resolution: If you have any concerns or issues, the first step is to get in touch with our client support at support@boxexchanger.net. Our support team will swiftly assist you with all your queries and will most likely fully resolve your issue.

Nevertheless, if you feel that our support team is not able to resolve your matter or you believe that you are receiving unfair or poor service from our support team, you have the option to submit an official complaint to the dedicated email by following the instructions below.

How to Submit a Formal Complaint: At BoxExchanger, we take your satisfaction seriously. While we strive to resolve all issues through our support team, we understand that there may be times when you feel your concerns aren't being addressed adequately. In such cases, we encourage you to submit a formal complaint to our dedicated team, who will ensure a thorough review and swift resolution.

Follow the steps below to submit your formal complaint and learn what you can expect from our resolution process:

Contact Us via Email

Address your email to complaints@boxexchanger.net.
Provide a clear and detailed description of the issue you are facing.
Reference your support ticket number (if applicable), so we can track the history of your case.

Relevant Information

Make sure to attach all the necessary information related to the matter. This could include screenshots, past emails, or any other supporting evidence that will help us understand and resolve your issue more efficiently.

What You Can Expect

You will receive an acknowledgment from our team within 1 business day.
Our complaints team will review your case and provide an initial response or resolution plan within 5 business days.
Complex issues may take from 15 business days up to 8 weeks for a full resolution. If more time is needed, we will keep you informed with regular updates.

We are committed to resolving your concerns with fairness and transparency, and we appreciate your patience while we work to ensure your satisfaction. If you have any questions during the process, feel free to reach out at complaints@boxexchanger.net.

External Escalations

If you feel that your complaint has not been resolved satisfactorily by BoxExchanger, you have external options for further assistance and complaint resolution. We recommend contacting Citizens Advice.

Citizens Advice is a UK-based organization that provides free, confidential, and impartial advice to help individuals with consumer rights issues, including problems with services received online.

Citizens Advice contact details can be found below:

Website: www.citizensadvice.org.uk (Contact Us page);
Phone: 0800 144 8848 (UK Consumer Helpline);
Or by visiting your nearest Citizens Advice office, which you can find online.

Why This Matters

Citizens Advice plays a vital role in helping consumers like you understand your rights and take appropriate action. They provide invaluable support if you’ve experienced poor service and ensure that companies are held accountable. While Citizens Advice does not handle complaints directly like an ombudsman, they offer expert guidance and may refer your case to Trading Standards if necessary.

By following this process, we hope to resolve your concerns efficiently and transparently. If you have any questions about this policy or need further clarification, please reach out to us at support@boxexchanger.net.