COMPLAINTS PROCEDURE
NP Virtual Assistant
Last Updated: 26/06/26
1. Purpose
NP Virtual Assistant is committed to providing a professional, reliable, and high-quality service. We value client feedback and take all complaints seriously.
This procedure explains how complaints can be raised and how they will be handled.
2. What Is a Complaint?
A complaint is an expression of dissatisfaction relating to:
- The quality of services provided
- Communication or responsiveness
- Delays in service delivery
- Billing or invoicing matters
- Professional conduct
- Any other aspect of the service received
3. How to Make a Complaint
Complaints should be submitted in writing by email and should include:
- Your name and business name (if applicable)
- A description of the complaint
- Relevant dates and details
- Any supporting information or documents
- The outcome you would like to achieve
Complaints should be sent to:
Email: [email protected]
4. Acknowledgement
NP Virtual Assistant will acknowledge receipt of a complaint within seven (7) working days of receiving it.
The acknowledgement may request additional information if required.
5. Investigation
All complaints will be reviewed fairly and impartially.
During the investigation, NP Virtual Assistant may:
- Review correspondence and records
- Request further information
- Discuss the matter with the client
- Assess whether service standards have been met
6. Response
A full written response will normally be provided within one (1) month of receiving the complaint.
Where additional time is required, the client will be informed of the reason for the delay and provided with an updated timescale.
7. Resolution
Where a complaint is upheld, NP Virtual Assistant will seek an appropriate resolution which may include:
- An explanation
- An apology
- Corrective action
- Service adjustments
- A partial refund or credit where appropriate and agreed
Each complaint will be assessed on its individual circumstances.
8. Escalation
If the client is dissatisfied with the outcome, they may request that the complaint be reviewed.
A final written response will be provided following the review.
9. Record Keeping
NP Virtual Assistant will maintain records of complaints and outcomes for administrative, quality assurance, and legal purposes.
Records will be handled in accordance with applicable data protection legislation.
10. Continuous Improvement
Complaints are used as an opportunity to improve services, processes, and client experience.
Feedback received through the complaints process may contribute to future service improvements.
Contact Details
NP Virtual Assistant
Email: [email protected]
Website: www.npvirtualassistant.co.uk
Business Hours: Monday to Friday 9:00am – 5:00pm (GMT) Excluding UK Bank Holidays