Complaints Procedure

1. What can I complain about?

You can contact us if you are unhappy about any aspect of a service or interaction involving Strive Outsourcing. This may include concerns about:

• a telephone call made by Strive Outsourcing;
• the way one of our representatives communicated with you;
• information provided during a call;
• how an enquiry or referral was handled;
• a compliance or verification process;
• the accuracy of information recorded about you;
• the way your personal information has been handled;
• an unwanted telephone call or other communication;
• the way we have provided services on behalf of one of our clients;
• delays or administrative errors;
• the conduct of a Strive Outsourcing employee or representative; or
• any other aspect of our service.

You do not need to use the word "complaint" for us to treat your concern as one.

2. Strive Outsourcing's role

Strive Outsourcing provides business process outsourcing, customer contact, lead verification, compliance and intermediary services. Because of the way these services operate, Strive Outsourcing may not always be the organisation responsible for the underlying product, service or original customer enquiry.

We will therefore establish which organisation is responsible for the subject matter of your complaint when we receive it.

3. Complaints about Strive Outsourcing

Where your complaint concerns something Strive Outsourcing has done, we will investigate it ourselves. This could include:

• the conduct of our staff;
• the contents or manner of a Strive call;
• failure to follow an agreed process;
• an administrative error;
• information recorded or transferred incorrectly;
• failure to respect a request not to be contacted;
• a compliance process carried out by Strive;
• security or confidentiality concerns relating to our handling of information; or
• any other action for which Strive is responsible.

4–5. Complaints concerning other organisations

If your complaint relates specifically to matters such as how another organisation obtained your information, what you were told when your details were collected, or consent you gave to that organisation, the originating organisation may be responsible for investigating that part of the complaint. Where appropriate, we may refer the complaint to that organisation or provide you with its contact details.

6. How to make a complaint

You can make a complaint by email, telephone or in writing.

When contacting us, please provide as much information as possible including your full name, telephone number, the date and time of any call, any reference number, details of what happened, why you are dissatisfied, and what you would like us to do to resolve the matter.

7. What happens after you complain?

8. Our final response

Our response may uphold, partially uphold, or not uphold your complaint. It may also explain what happened, correct inaccurate information, confirm suppression, provide an apology, confirm remedial action, explain process improvements, or explain that another organisation is responsible.

9–10. Telephone marketing & data protection complaints

If your complaint concerns an unwanted marketing call, we take this seriously. We may investigate where your contact information originated, which organisation was responsible for the campaign, whether relevant screening or suppression requirements were followed, and any consent relied upon.

You may also complain if you believe your personal information has not been handled appropriately. Where Strive Outsourcing is the data controller, we will investigate the complaint directly. Where we are processing information on behalf of another organisation, that organisation will normally be responsible for determining the outcome.

11. Contact us