Making a complaint
At Happity we take all complaints very seriously and in line with our values we see them as an opportunity to improve our products and services. There should be no barriers for customers in raising issues and every complaint should be dealt with fairly and efficiently.
Our internal procedures ensure we handle all complaints equitably and effectively; no one should be at a disadvantage as a result of raising a complaint and at the end of the process everyone will feel heard and taken seriously.
Our processes aim to -
Deal with complaints in a timely way.
Increase customer confidence in our products and services.
Provide feedback to the relevant areas on how to improve.
Ensure that all complaints are resolved in line with our T&Cs
This policy applies to everyone who comes into contact with Happity whether they are a customer, supplier, employee or other Happity ambassador, volunteer or representative.
The process
We hope that most complaints can be dealt with informally by a member of the Customer Success team. Our Head of Customer Success (currently Lisa Thompson) is responsible for ensuring that all complaints are dealt with efficiently and are fairly resolved for everyone involved.
Raising a formal complaint
If your complaint is not resolved satisfactorily by the Customer Success team then you should raise a formal complaint in writing and send it to [email protected].
Our Co-Founders (Emily Tredget & Sara Tateno) will be kept up to date during this process and support where required. If the complaint relates to the Head of Customer Success, then one of our Co-Founders or another member of the Senior Management Team will be brought in to deal with the complaint.
Your written complaint should include -
The facts of the complaint and the issue that you would like investigated
Dates and times of any relevant conversations
Copies of relevant correspondence
Screenshots where relevant
The details of anyone else you feel we would benefit from speaking to about the complaint.
Any other related information
Our Head of Customer Success will then investigate the issue. This may include:
Having a further conversation with you to ascertain the facts
Reading through previous communications between yourself and Happity
Speaking to the Happity team members involved
Speaking to any other external parties involved in the complaint
Once a full investigation has taken place the Head of Customer Success will then implement an appropriate resolution for all parties and will contact you by phone and/or email to detail the outcome of the complaint.
All resolutions will be inline with our T&Cs and will be reasonable and proportionate to the complaint being made.
Policy review
This policy was issued in July 2023 and will be regularly reviewed as appropriate. We reserve the right to make changes without notice.