Code of Ethics; Code of Conduct; Complaints Policy

Code of Ethics – otherwise known as our values and principles.

We always conduct our own services honestly and honourably. We expect our clients and suppliers to do the same.

Our advice, assistance and training take proper account of ethical considerations, together with the protection and enhancement of the moral position of our clients and suppliers.

 

Code of Conduct

Professional conduct 

We take great care to conduct our activities professionally and with integrity. We will be completely objective in our judgement and recommendations that we make and we will not be influenced by anything other than your best interests.

Equality and discrimination 

We always strive to be fair and objective in our advice and actions. We will not be influenced in our decisions, actions or recommendations by issues of gender, race, creed, colour, age or personal disability.

Contracts 

Our contract will usually be in detailed written form. These may include your aims, costs, timescales and what we consider as achievable. We do our best to meet our clients' contractual requirements..

Duty of care 

We undertake to conform to relevant law. We believe that all businesses and organisations, including us, should avoid causing any adverse effect on the human rights of people anywhere.

Confidentiality 

We are committed to maintaining the highest degree commercial confidentiality and the protection of all personal information we are party to.

Conflict of interest 

If a potential conflict of interest where to arise we would make our position plain to both parties, and confidentiality will always be maintained.

Fees 

Our fees are competitive for what we provide. We aim to propose solutions which accommodate our clients' available budgets and timescales. We will agree our fees and basis of charges clearly in advance, so that we and our clients can plan reliably for what lies ahead.

Payment 

We agree our fee structure before any work is carried out. We expect payment to be made as agreed.

Intellectual property and moral rights 

We retain the moral rights in, and ownership of, all intellectual property that we create unless agreed otherwise in advance with our clients. In return we respect your moral and intellectual copyright vested in your intellectual property.

Quality assurance 

We maintain the quality of what we do through constant ongoing review with our clients of the aims and outcomes of the service we provide.

Complaints Policy

1.     We have an unswerving commitment to customer service.

2.     We want to provide a good customer service and experience to our customers. We believe we get things right most of the time but recognise that sometimes things can go wrong or we fail to meet your expectations.

3.     If you are unhappy with an aspect of the service you have received from us, we would like you to tell us. We can then look into your complaint, explain what has happened and, where necessary, put things right.

4.     We define a complaint as an expression of dissatisfaction about the service you received from us

 

How to make a complaint

You (or someone acting on your behalf and with your express permission) can make a complaint by telephone, email, letter or in person. Please note we will ONLY deal with someone acting on your behalf if that person has your express written permission to act on your behalf.

Our complaints procedure

Step 1 

Our contact details:

Breakup Angels Ltd, c/o 52 Worplesdon Road, Guildford, Surrey GU2 9RS, UK

Tell us what has happened, why you are unhappy and what you would like us to do about it. We undertake to look into your complaint and try to resolve it with you. We will aim to resolve your complaint as quickly as possible.

Step 2 

If you are not satisfied with the response you receive please let us know within 10 working days. Your complaint will then be reviewed by an independent colleague. They will aim to let you know their determination within 10 working days but if they need longer to consider your case they will let you know when you can expect a decision.

Step 3 

If you are not satisfied with the response you receive you have the right to take the matter to mediation. Providing no conflict of interest exists you may choose the mediator. We will abide by the mediator's decision.