Complaints Policy & Procedure

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1. Policy Statement

At Reimagined Textiles Ltd, we are committed to delivering high standards of service, communication, and professionalism across all aspects of our work. We take all feedback seriously — including complaints — and view them as opportunities to learn, improve, and strengthen relationships with our partners and stakeholders.

This policy outlines how we handle complaints in a timely, fair, and consistent manner. It applies to all individuals and organisations who interact with Reimagined Textiles Ltd, including suppliers, clients, charity partners, and members of the public.

2. Our Commitment

If you raise a complaint, you can expect that we will:

• Treat your concerns seriously and with respect
• Respond in a timely and professional manner
• Investigate fairly, impartially, and confidentially
• Aim to resolve issues quickly and learn from outcomes
• Keep records and monitor complaints to improve our services

3. What This Policy Covers

You may wish to make a complaint about (but not limited to):

• A service you received or expected from Reimagined Textiles
• The conduct of a member of our team or a contractor representing us
• Communication issues, including delays or lack of clarity
• Concerns about our working practices or environmental standards
• A failure to meet agreed timelines, specifications, or standards

This policy does not cover complaints relating to third parties outside our control (e.g., external hauliers, suppliers we do not contract), though we may help facilitate contact or pass on your feedback where appropriate.

4. Complaints Procedure

Step 1: Raise the Issue Informally (If Appropriate)

In many cases, concerns can be resolved quickly by speaking to a relevant contact within our team. We encourage you to raise minor concerns informally first, and we’ll always try to find a fair solution.

Step 2: Formal Complaint Submission

If your issue cannot be resolved informally, or is of a more serious nature, please submit your complaint in writing to the contact details in this policy.

Please include:

• Your full name and contact details
• A clear description of your complaint
• Relevant dates, times, and individuals involved
• Any supporting documentation or evidence
• What outcome or resolution you are seeking

Step 3: Acknowledgement & Investigation

• We will acknowledge receipt of your complaint within 3 working days
• A designated manager or director will investigate the issue within 10 working days
• We may contact you to clarify details or request additional information
• We aim to provide a full written response and resolution within 15 working days of acknowledgement

If we are unable to meet this timeframe, we will inform you of the reason and expected response date.

Step 4: Outcome & Resolution

We will write to you with:

• A summary of the investigation
• Our findings and any action we will take
• A proposed resolution, if appropriate
• Information on how to escalate the issue if you are not satisfied

Step 5: Escalation

If you are not satisfied with our response, you may request a review by a more senior representative of Reimagined Textiles Ltd. You must make this request within 10 working days of receiving our response. This final stage will be reviewed and responded to within a further 10 working days.

5. Monitoring & Review

All complaints will be logged and monitored for recurring issues, training needs, or systemic improvements. Complaint data will be reviewed regularly by management to identify any patterns or areas of concern.

This policy will be reviewed annually or sooner if required by legal, regulatory, or operational changes.

6. Contact Details

Reimagined Textiles Ltd, C/O GCAMS, Jubilee House, 3 The Drive, Great Warley, Brentwood, Essex, CM13 3FR.  

📞 Phone: 07736 237212
📧 Email: info@reimaginedtextiles.co.uk 

🌐 Website:www.reimaginedtextiles.co.uk