Our aim:

Fashion Enter is committed to providing a quality service for its members and working in an open and accountable way that builds the trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our members, customers and partners, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

• making a complaint is as easy as possible;
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
• we deal with it promptly, politely and, when appropriate, confidentially;
• we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

• resolve informal concerns quickly;
• keep matters low-key;
• enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Preamble

Definition: Fashion Enter defines a complaint as 'any expression of dissatisfaction (with FE or with a member of staff) that relates to Fashion Enter and that requires a formal response'.

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

Fashion Enter’s responsibility will be to:

• acknowledge the formal complaint in writing;
• respond within a stated period of time;
• deal reasonably and sensitively with the complaint;
• take action where appropriate.

A complainant's responsibility is to:

• bring their complaint, in writing, to Fashion Enter’s attention normally within 8 weeks of the issue arising;
• raise concerns promptly and directly with a member of staff in Fashion Enter
• explain the problem as clearly and as fully as possible, including any action taken to date;
• allow Fashion Enter a reasonable time to deal with the matter;
• recognise that some circumstances may be beyond Fashion Enter’s control.

Responsibility for Action: All Staff

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Fashion Enter maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint will be judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Formal Complaints Procedure

Stage 1

In the first instance you need to contact the member of staff you dealt with so that he or she has a chance to put things right. This can be via email or telephone stating the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged and dealt with within 24 hours receipt.

Our contact details can be found on the About us section of the site under Who’s Who.

Stage 2

If you are not satisfied with your original response you should then formally write to the member of staff in question. Again all addresses can be found in Who’s Who

Stage 3

If you are still not satisfied please address your concerns to the official complaints department at Fashion Enter by emailing complaints@fashion-enter.com / complaints@fashioncapital.co.uk. You can expect your complaint to be acknowledged and dealt with within 24 hours receipt.

Stage 4

You should now contact the Director of Fashion Enter and ask for your complaint and the response to be reviewed. You can expect the Director to acknowledge your request and respond within 24 hours of receipt

Final Stage

Please put your complaint into a formal letter addressed to the Director of Fashion Enter Ltd

Fashion Enter’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.