Complaints Policy

1. Who can make a complaint

This policy applies to:

• customers;
• members;
• prospective customers;
• website users;
• business partners;
• suppliers; and
• anyone who has interacted with Furrr or our services.

2. How to make a complaint

If you are dissatisfied with any aspect of our service, we encourage you to contact us as soon as possible.

Please send your complaint to:

To help us investigate your complaint efficiently, please include where possible:

• your name;
• your contact details;
• a description of your complaint;
• any relevant dates or reference numbers;
• copies of any supporting documents or correspondence;
• the outcome you would like us to consider.

3. Our complaints process

When we receive your complaint, we will:

1. 1

   acknowledge that we have received it;

2. 2

   review the information provided;

3. 3

   investigate the matter fairly and objectively;

4. 4

   contact you if we require additional information;

5. 5

   provide our findings and, where appropriate, explain any action we intend to take.

We will always aim to investigate complaints impartially and treat everyone with courtesy and respect throughout the process.

4. Response times

We aim to:

Some complaints may be more complex and require additional investigation or information from third parties.

Where this happens, we will keep you informed of our progress and provide an updated timeframe.

5. Possible outcomes

Following our investigation, we may:

• explain what happened;
• apologise where appropriate;
• correct any mistakes;
• review or improve our procedures;
• provide additional information or clarification;
• take any other action we consider fair and appropriate in the circumstances.

Not every complaint will result in the outcome requested, but every complaint will be considered fairly and on its individual merits.

7. Complaints relating to third parties

Where your complaint relates to a third-party provider, partner or contractor, we may need to share relevant information with that organisation in order to investigate the matter.

We will only do so where appropriate and in accordance with our Privacy Policy and applicable data protection laws.

Where a complaint relates solely to a third party that is not under our control, we may advise you to contact that organisation directly.

8. Standards of behaviour

We are committed to treating everyone with professionalism, courtesy and respect.

We ask that anyone contacting us does the same.

We understand that people making complaints may be frustrated or upset. However, abusive, threatening, discriminatory or offensive behaviour towards our staff or representatives will not be tolerated and may result in communication being restricted where appropriate.

This will not affect your right to have your complaint considered fairly.

9. Continuous improvement

We review complaints regularly to help identify trends, improve our services and reduce the likelihood of similar issues occurring in the future.

Feedback from complaints forms an important part of our commitment to continuous improvement.

10. Changes to this policy

We may update this Complaints Policy from time to time to reflect changes in legislation, regulatory guidance or our business practices.

The latest version will always be available on our website.