Complaints procedure

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Complaints procedure

What is the difference between a complaint and a report?
A complaint usually concerns an order, delivery, product, return, refund, subscription or service experience. A report concerns a broader concern about our business conduct, for example regarding environmental impact, working conditions, human rights, privacy, integrity, safety, misleading communication, governance or ethical behaviour.
How do I file a complaint?
Send a message to service@boombrush.com. Our Customer Service team will be happy to help you.
How do I submit a report?
Send a message to service@boombrush.com with “REPORT” in the subject line. Describe as clearly as possible what your report is about and include any relevant information.
Who can make a report?
Anyone who wishes to share a concern about BOOM. or our impact can submit a report. This can be done, for example, as a customer, supplier, employee, partner, or other stakeholder.
What happens to my complaint or report?
We carefully review every message. Regular customer complaints are handled by our customer service team. Reports concerning broader or sensitive topics are forwarded internally to the responsible person within Operations and, if necessary, to management.
Within what timeframe do you respond?
We aim to confirm complaints within 1 working day and, where possible, resolve or update them within 5 working days. For reports, we normally confirm receipt within 2 working days. We then carefully assess the report and, where possible, provide a substantive response or update within 25 working days. If further investigation is needed, we will keep you informed in the meantime.
Will my report be treated confidentially?
Yes. We handle complaints and reports carefully and confidentially. Information is only shared with individuals who are necessary to properly assess or follow up on the report. We also have a zero-tolerance policy for retaliation. This means that no one may be disadvantaged because they have made a complaint or report in good faith.