Complaints Handling & Dispute Resolution Policy

TechDisinfect Limited t/a WellbeingandErgonomics

Company Registration Number: 12169233
ICO Registration Number: ZB662507
Registered Office: Manchester, United Kingdom

Website: https://wellbeingandergonomics.co.uk

Email: wellbeingandergonomics@gmail.com

Effective Date: 22.08.2019
Last Reviewed: 27.08.2026

1. PURPOSE OF THIS POLICY

TechDisinfect Limited trading as WellbeingandErgonomics (“WellbeingandErgonomics”, “we”, “us” or “our”) is committed to delivering high standards of customer service, professional integrity and fair dealing.

We recognise that, despite our best efforts, concerns or complaints may occasionally arise. This Policy explains how complaints will be received, investigated and resolved in a fair, transparent and timely manner.

Our objective is to resolve complaints as quickly and amicably as reasonably practicable while treating all parties with courtesy, professionalism and respect.

2. WHO THIS POLICY APPLIES TO

This Policy applies to complaints relating to:

• products purchased through our website;
• ergonomic equipment;
• workplace products;
• DSE assessments;
• ergonomic assessments;
• occupational health-related ergonomic services;
• consultancy services;
• training services;
• customer service;
• deliveries;
• invoicing;
• website use;
• accessibility;
• data protection;
• any other service supplied by WellbeingandErgonomics.

This Policy applies to both:

• Consumers (B2C); and
• Business Customers (B2B),

although certain legal rights differ between consumer and business contracts.

3. OUR COMMITMENT

We aim to:

• listen carefully to concerns;
• treat complainants fairly and respectfully;
• investigate complaints objectively;
• respond within reasonable timescales;
• keep complainants informed where investigations take longer;
• resolve complaints wherever reasonably possible;
• learn from complaints to improve our services.

Submitting a complaint will not, by itself, adversely affect a customer’s future dealings with WellbeingandErgonomics.

4. WHAT IS A COMPLAINT?

A complaint is any expression of dissatisfaction concerning our products, services or conduct where the complainant expects a response or resolution.

Examples include concerns regarding:

• delayed delivery;
• damaged goods;
• incorrect goods;
• faulty products;
• product quality;
• order administration;
• customer service;
• ergonomic assessments;
• assessment reports;
• invoices;
• refunds;
• cancellations;
• communication;
• accessibility;
• website functionality;
• personal information;
• privacy.

5. MATTERS OUTSIDE THIS POLICY

This Policy does not apply to:

• general product enquiries;
• quotation requests;
• requests for technical support;
• warranty claims handled directly by a manufacturer (although we will provide reasonable assistance where appropriate);
• criminal matters;
• employment grievances relating to our own employees;
• matters already determined by a court or tribunal.

6. HOW TO MAKE A COMPLAINT

Complaints should be submitted as soon as reasonably practicable after the issue arises.

Where possible, complaints should be made in writing.

Please include:

• your full name;
• company name (if applicable);
• order or quotation reference;
• assessment reference (if applicable);
• description of the issue;
• relevant dates;
• photographs where appropriate;
• supporting documents;
• the outcome you are seeking.

Complaints should be sent to:

Karim Samani
Managing Director
TechDisinfect Limited t/a WellbeingandErgonomics

Email: wellbeingandergonomics@gmail.com

7. COMPLAINT ACKNOWLEDGEMENT

We aim to acknowledge written complaints within two Business Days of receipt.

Acknowledgement does not necessarily mean that the complaint has been accepted or upheld.

8. INVESTIGATION

Each complaint will be considered on its own merits.

The investigation may include:

• reviewing correspondence;
• reviewing order records;
• reviewing assessment documentation;
• reviewing photographs;
• reviewing delivery records;
• reviewing manufacturer information;
• discussing the matter with relevant personnel;
• requesting further information from the complainant.

Where additional information is required, we may ask the complainant to provide it before concluding our investigation.

9. RESPONSE TIMES

We aim to provide:

Where additional investigation is required, we will keep the complainant informed of progress.

Complex complaints may reasonably require additional time.

10. PRODUCT COMPLAINTS

Where a complaint concerns a product supplied by us or one of our manufacturers, we may investigate matters including:

• damage during transport;
• manufacturing defects;
• incorrect supply;
• missing components;
• product specification;
• warranty;
• installation issues;
• misuse;
• normal wear and tear.

Photographs may be requested to assist the investigation.

Where necessary, we may liaise directly with the manufacturer or supplier.

11. DELIVERY COMPLAINTS

Delivery complaints may relate to:

• late delivery;
• damaged deliveries;
• missing deliveries;
• incomplete deliveries;
• incorrect delivery.

Where appropriate, we may require:

• photographs of packaging;
• photographs of damaged goods;
• proof of delivery;
• courier information.

Customers should report transport damage within 48 hours of delivery, where reasonably practicable.

12. DSE & ERGONOMIC ASSESSMENT COMPLAINTS

Complaints concerning professional assessment services may include:

• appointment arrangements;
• assessment process;
• communication;
• professionalism;
• report content;
• recommendations;
• confidentiality;
• administrative matters.

Professional opinions or recommendations do not automatically constitute grounds for complaint merely because another professional reaches a different conclusion.

Where appropriate, a complaint may be reviewed by another suitably experienced assessor or senior representative.

13. REPORT CLARIFICATIONS

Where a client believes that a report contains:

• factual inaccuracies;
• typographical errors;
• administrative errors; or
• omissions,

they should notify us promptly.

We will consider whether clarification, correction or amendment is appropriate.

Requests to alter professional opinions without supporting justification will not normally be accepted.

14. DATA PROTECTION COMPLAINTS

Complaints concerning personal information or Special Category Data should be clearly identified.

These may relate to:

• privacy;
• confidentiality;
• access requests;
• data accuracy;
• data retention;
• information sharing;
• data security.

Data protection complaints should be addressed to:

Karim Samani

Email:

wellbeingandergonomics@gmail.com

Where appropriate, complaints will be investigated in accordance with UK GDPR and the Data Protection Act 2018.

15. ACCESSIBILITY COMPLAINTS

If you encounter difficulties accessing our website or services because of an accessibility issue, please let us know.

We will investigate the matter and consider reasonable steps to improve accessibility where practicable.

16. POSSIBLE OUTCOMES

Depending upon the circumstances, a complaint may result in:

• explanation;
• apology;
• clarification;
• correction;
• replacement product;
• repair;
• refund;
• partial refund;
• discount;
• goodwill gesture;
• revised report;
• further assessment;
• process improvement;
• rejection of the complaint where it is not upheld.

Each complaint will be determined on its individual merits.

17. MANUFACTURER INVOLVEMENT

Where products are supplied through manufacturers or authorised distributors, certain complaints may require manufacturer involvement.

Manufacturer warranties and procedures may apply.

We will provide reasonable assistance throughout the process.

18. BUSINESS CUSTOMERS

Business Customers should raise complaints as soon as reasonably practicable.

Where a complaint concerns goods supplied under a commercial contract, the applicable contractual terms between the parties will also apply.

19. UNREASONABLE BEHAVIOUR

We expect all communications to remain courteous and respectful.

We will not tolerate behaviour including:

• abusive language;
• threats;
• discrimination;
• harassment;
• repeated vexatious complaints;
• unreasonable demands;
• offensive behaviour.

We reserve the right to limit communication where such behaviour occurs, provided doing so does not affect legal rights.

20. DISPUTE RESOLUTION

We encourage parties to resolve disputes through open communication wherever reasonably possible.

If a complaint cannot be resolved through our complaints process, the parties may consider:

• further correspondence;
• negotiation;
• mediation;
• another appropriate form of Alternative Dispute Resolution (ADR), where both parties agree.

Nothing in this Policy requires either party to participate in ADR where there is no legal obligation to do so.

21. LEGAL RIGHTS

Nothing in this Policy:

• restricts statutory consumer rights;
• limits rights under the Consumer Rights Act 2015;
• limits rights under applicable data protection legislation;
• limits rights relating to defective products;
• excludes liability where it cannot legally be excluded.

22. RECORD KEEPING

We maintain records of complaints for legitimate business purposes, including:

• complaint details;
• investigation records;
• correspondence;
• evidence;
• outcomes;
• actions taken.

Complaint records will be retained in accordance with our Privacy & GDPR Policy and Data Retention Schedule.

23. CONFIDENTIALITY

Complaint information will be treated as confidential and shared only with those who have a legitimate business or legal need to access it.

Where complaints involve Special Category Data, additional safeguards will be applied in accordance with our Privacy & GDPR Policy.

24. POLICY REVIEW

We review this Policy periodically to ensure that it remains appropriate for our business operations and reflects changes in legislation, regulatory guidance and best practice.

25. GOVERNING LAW

This Policy is governed by the laws of England and Wales, subject to any mandatory statutory rights applicable to Consumers.

Any dispute arising from this Policy shall be subject to the jurisdiction of the courts of England and Wales unless applicable law provides otherwise.

26. CONTACT DETAILS

Complaints Contact

Karim Samani
Managing Director

TechDisinfect Limited t/a WellbeingandErgonomics

Email: wellbeingandergonomics@gmail.com

Website: https://wellbeingandergonomics.co.uk

27. DOCUMENT CONTROL

Professional recommendation

Having reviewed the complete suite of documents we’ve developed, your website and business will have a robust legal framework once these are all in place. The policies include:

• General Terms & Conditions
• Privacy & GDPR Policy
• Cookie Policy
• Deliveries, Returns & Cancellation Rights Policy
• DSE & Ergonomic Assessment Terms & Conditions
• DSE & Ergonomic Assessment Client Agreement / Order Form
• Employee DSE & Ergonomic Assessment Information & Privacy Notice
• Website Disclaimer
• Accessibility Statement
• Complaints Handling & Dispute Resolution Policy

For a business operating in both e-commerce and occupational ergonomics, this is a comprehensive foundation. The only additional internal documents I would recommend (not necessarily published on your website) are a Data Retention Schedule, Information Security Policy, Data Breach Response Procedure, Staff Confidentiality Agreement, and a Special Category Data Handling Procedure. Together, these would provide a very strong governance framework for your business.