GOALS OF THE POLICY

We value complaints as they assist us to improve our products, services and customer service.

This policy has been designed to assist all stakeholders. Wild Thang Limited is committed to consistent, fair and confidential complaint handling, and to resolving complaints as quickly as possible. We aim to make it easy for stakeholders to make a complaint if they are dissatisfied and we will treat all stakeholders making a complaint equally.

We will display our complaint handling policy and procedure in our business and website so that all stakeholders can view it.

DEFINITION OF A COMPLAINT

Complaints are defined as any expression of dissatisfaction or grievance made to staff by any stakeholder related to our business.

RECORDING COMPLAINTS

All complaints made, verbal or written, will be recorded in the main office at 331-337 Derby Road, Bootle, Liverpool L20 8LQ at the time the complaint is made, or as soon as possible afterwards. The complaint should be recorded by the staff member who took the details.

When taking a complaint, staff will record the name and contact details of the stakeholder, as well as full details of the complaint including the date.

Details of all communication with the stakeholder and any actions to resolve the complaint will be recorded in the same place. Recorded complaints will also be monitored for any ongoing trends by management and efforts made to resolve any ongoing issues.

Stakeholder personal details or details of their complaint will not be divulged to third parties unless we have their written consent.

INFORMING STAKEHOLDERS OF PROGRESS

We strive to resolve all complaints within 10 working days. Written complaints will be acknowledged promptly.

Stakeholders will be given an approximate timeframe at the time they make their complaint.

Stakeholders will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed.

Stakeholders will be informed of any changes made to our company, processes, policies, products or services as a result of their complaint.

Where appropriate, stakeholders who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled.

RESPONDING TO COMPLAINTS

All people making a complaint will be treated with courtesy. Complaints raised by local authority members and officers will be directed to their dedicated account manager and resolved at the first point of contact.

If appropriate to the complaint, the account manager can offer a discount or a replacement product if the product is faulty to resolve a complaint immediately. Complaints will still be recorded.

If the complaint can’t be resolved immediately, the stakeholder will be given a timeframe and details of our complaint handling process.

Submit your concerns to Wild Thang via the following options:

Email - management@wildthang.co.uk

In person, by telephone or letter to your nearest Wild Thang office – 331-337 Derby Road L20 8LQ / +44 151 933 3289

PROTECTION FROM RETALIATION

Wild Thang Limited strictly prohibits any form of retaliation, victimization, or adverse treatment towards any complainant, from any stakeholder whom we have formal influence with, who raises a genuine concern or participates in an investigation in good faith under this Policy. Retaliation will not be tolerated under any circumstances.

For the purposes of this Policy, "retaliation" includes, but is not limited to, dismissal, demotion, suspension, harassment, discrimination, or any other unfavourable action taken against a complainant as a result of raising a concern or participating in an investigation.

Wild Thang Limited will take all reasonable measures to protect complainants from retaliation, including:

• Consideration for all key stakeholders, internal and external
• Maintaining confidentiality and anonymity (if requested) to the extent possible, subject to legal requirements and the need to conduct a thorough investigation.
• Providing appropriate support and assistance, such as counselling or legal advice, to complainants who experience or fear retaliation.
• Implementing internal disciplinary action, up to and including termination of employment or contract, against individuals found to have engaged in retaliation against a complainant.
• Offering alternative work arrangements or temporary reassignment, if necessary, to protect an internal complainant from potential retaliation.
• Any instances of retaliation or perceived retaliation against a complainant should be reported immediately to the Designated Complaints Officer/Committee or through the designated reporting channels outlined in this Policy.
• All reports of retaliation will be promptly and thoroughly investigated, and appropriate remedial action will be taken if retaliation is found to have occurred.

PROCESS THROUGH TO COMPLAINT RESOLUTION

Wild Thang will listen carefully:

• Understand the complainant's concerns and the issues to be investigated.
• Ask clarifying questions: Clarify the complaint and the desired outcome.
• Manage expectations: Explain what is possible and how long the process is likely to take.
• Empathize: Acknowledge the impact of the situation on the stakeholder.

Wild Thang will offer a solution and resolve the complaint:

• Apologize sincerely: Acknowledge the problem and express regret for any inconvenience caused.
• Propose a solution: Identify a suitable solution that resolves the issue and meets the stakeholder’s expectations.
• Communicate clearly: Explain the proposed solution and any necessary actions to the complainant.
• Take responsibility: Acknowledge any mistakes or problems and take responsibility for them.

Wild Thang will follow-up and ensure satisfaction:

• Follow through: Ensure that the agreed-upon solution is implemented promptly.
• Verify satisfaction: Check with the complainant to ensure that the issue has been resolved to their satisfaction.
• Learn from complaints: Analyse complaints to identify patterns and areas for improvement.
• Provide clear documentation: Maintain records of all complaints, investigations, and resolutions.
• Integrate your communication: Ensure that your complaints process is known and accessible to those who need to use it.

ESCALATION OF COMPLAINTS

If a complaint cannot be resolved by the above complaint process, it should be referred to a member of the management team and the customer will be informed and given an amended timeframe for resolution. Email to management@wildthang.co.uk or calling the UK office on +44 151 933 3289.

REVIEW OF COMPLAINT HANDLING POLICY AND PROCEDURES

Wild Thang Limited is committed to continuous improvement and this policy will be reviewed regularly (at least every 12 months) for effectiveness and updated.

This complaint handling policy is supported by management. We commit to providing this policy to all staff and displaying it in our business for stakeholders.

Signed –

Andrew Dwerryhouse
Managing Director 25.04.25