Complaints Policy

INTRODUCTION

empowerDX Ireland Limited (empowerDX) is committed to providing you with an excellent professional service.

We recognise that sometimes things may go wrong, and when this happens, we strongly encourage you to let us know.

Our primary reason for this is so that we can try and put things right for you. Following this, we will also look at how we can improve our products and services in the future.

This policy aims to:

• provide a fair complaints procedure which is clear and easy to use;
• ensure empowerDX employees know what to do if a complaint is received;
• make sure all complaints are investigated fairly and in a timely way;
• make sure that complaints are, wherever possible, resolved and that relationships are repaired; and
• gather information which helps us to improve our service and processes. 

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DEFINITION OF A COMPLAINT

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of empowerDX.  

WHO CAN MAKE A COMPLAINT

Complaints may come from a person who receives or has received services from empowerDX.

This policy does not cover complaints from staff, who should refer to empowerDX’s internal policy on such matters.

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HOW TO MAKE A COMPLAINT

Email: support@shop.empowerdx.ie

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TIME LIMIT FOR MAKING A COMPLAINT

A complaint must be made not later than 12 months after the date on which the matter, which is the subject of the complaint occurred, or if later, the date on which the matter which is the subject of the complaint came to the notice of the complainant.

The time limit shall not apply if empowerDX is satisfied that the complainant had good reasons for not making the complaint within that time limit and, notwithstanding the delay, it is still possible to investigate the complaint effectively and fairly.

If we do not see a good reason for the delay or we think it is not possible to properly consider the complaint (or any part of it) we will write to the person making the complaint to explain this.

CONFIDENTIALITY

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Complaint records and subsequent investigations will be retained for 5 years.

RECEIVING A COMPLAINT

The person receiving a complaint should check for:

• a description of the facts of the complaint;
• an order reference number; and
• the complaint’s name, address, email and telephone number.

The person receiving the complaint should:

• inform the complainant of the complaint procedure; and
• tell the complainant what will happen next and how long it will take.

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INVESTIGATION

We will thoroughly investigate complaints. The timeframe for investigation will be detailed at the point of acknowledgement of the complaint.

In the event that our investigationis likely to take longer than the original timeframe identified at the acknowledgement stage, the complainant must be contacted to be advised of a new timeframe for responding and an explanation given as to the reason for the delay.

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STAGE ONE

Upon receiving a complaint, the Customer Support Team will acknowledge the complaint in writing within 5 working days. The acknowledgement will include a summary of the complaint and confirm the timeframes for dealing with the complaint. If it cannot be resolved at the first point of contact.

A further response will be sent within 10 days of acknowledgement following an investigation of the issues. This response could be a conclusion to the investigation or an update on progress with a timeframe for the conclusion of any investigation.

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STAGE TWO

If our Customer Support Team are not able to resolve your complaint with you, this will be escalated to a manager, who will investigate your concerns and aim to respond to you in writing within 20 working days or sooner where possible.

Where we need to investigate further to resolve your concerns, we will advise you of a reasonable timescale in which we intend to complete this investigation and update you. 

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RESPONSE TO A COMPLAINT

In response to a complaint, we will:

• Include an explanation of how the complaint has been considered.
• Set out the facts of the complaint.
• Explainany medical terminology in a way the complainant will understand.
• Conclude and evidence how a decision was reached.
• Tell the complainant what has been done, or will be done, to put things right where appropriate and to ensure the problem does not happen again.

COMPLAINTS CITING LEGAL ACTION

Any complaint received citing that legal action has been sought should be brought to the attention of the Company Secretary & Legal Manager within 2 days of receipt.

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UNREASONABLE COMPLAINTS

Where a complainant becomes aggressive or, despite effective complaint handling, unreasonable in their promotion of the complaint, their complaint may be refused.

Repeated complaints about the same issue will be refused.