Complaints Policy

Introduction

BriteVox Limited trading as ZenterPrize is committed to providing the highest levels of service and welcomes feedback from any individual or organisation. This feedback is invaluable in helping us to continuously evaluate, learn and improve our service and we take any complaints or concerns very seriously.

We aim to make it as easy as possible to raise any concerns or complaint that you have with us. Our complaint procedure is intended to ensure that all complaints are handled fairly, promptly and, wherever possible, resolved to the complainant’s satisfaction.

What is a complaint?

BriteVox Limited trading as ZenterPrize understand a complaint to be any expression of dissatisfaction by anyone, whether an individual or an organisation.

Policy

BriteVox Limited trading as ZenterPrize’s policy is that its complaints procedure:

  • is easy to access, clear and easy to understand
  • ensures all complaints are listened to properly, acknowledged and acted upon fairly and promptly
  • is properly implemented
  • is investigated, resolved and responded to within a stated period of time
  • takes appropriate action, if a complaint is upheld
  • Is implemented in line with the Data Protection Act 2018 and UK GDPR.

How to report a complaint

You can submit your complaint in writing using the below contact details:

By Post to the Complaints Officer
BriteVox UK
Maple House,
Queensway Business Park,
Queensway
Telford TF1 7UL

By Email: [email protected]

Please ensure your complaint includes as much of the following information as possible:

  • The date and location where the complaint arose
  • The detail of your complaint
  • The names of anyone involved
  • Your contact details

Our complaint procedure

  • Complaints will be handled by our Complaints Team
  • We will acknowledge your complaint within 2 working days of receipt, by email
  • We will aim to resolve any complaint within 10 working days of receipt
  • If the complaint cannot be resolved by the Complaints Team within 10 working days, it will be escalated to the Head of Operations, who will investigate and attempt to resolve the issue within a further 10 working days
  • If, on the completion of BriteVox Limited trading as ZenterPrize’s investigation, the complaint is still not resolved to your satisfaction, you can also complain to the relevant industry regulator or association as applicable:
    • Fundraising: Fundraising Regulator
    • Lottery: the Lotteries Council, through its membership, BriteVox is able to offer Alternative Dispute Resolution (ADR) through IBAS

Review

This policy document will be reviewed annually or as and when necessary.