Complaints

1. Definitions

“Appeal” means your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One.
“Appeal Handler” means a director of Dezsa Limited trading as Ragnar Tech who will handle Level Two Complaints.
“Business Day” means any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in Brynmawr.
“Complaint” means a complaint about goods sold by Dezsa Limited trading as Ragnar Tech, about our customer service, or about our employees, agents or subcontractors.
“Complaints Form” means our standard complaints form, available from 25 Greenland Road, Brynmawr, NP23 4DT.
“Complaint Handler” means an employee of Dezsa Limited trading as Ragnar Tech who will handle Level One Complaints.
“Complaints Policy” means this document.
“Complaints Procedure” means the internal complaints handling procedure of Dezsa Limited trading as Ragnar Tech.
“Complaint Reference” means a unique code assigned to your Complaint.
“Level One” means the first stage handled by a Complaint Handler.
“Level Two” means the second stage handled by an Appeal Handler.

2. Purpose

Dezsa Limited trading as Ragnar Tech welcomes and encourages feedback... (remainder remains unchanged)

4. Making a Complaint

Complaints may be made:

In writing to: Customer Service Manager, Dezsa Limited t/a Ragnar Tech, 25 Greenland Road, Brynmawr, NP23 4DT
By email: customerservice@ragnartech.co.uk
Using our Complaints Form from the above address.
By telephone: 01495 820148

5. How We Handle Your Complaint

5.11 Level One:

Acknowledged within 10 Business Days.
A Complaint Reference and a Complaint Handler will be provided.
Resolution aimed within 10 Business Days, unless complexity requires longer.

5.12 Level Two:

Appeals must be made within 10 business days of the level one resolution.
Acknowledged within 10 Business Days.
Resolution aimed within 10 business days, unless complexity requires longer.

6. Confidentiality and Data Protection

Information shared only as needed. Data will be used in accordance with UK GDPR and the Privacy Policy available at: https://ragnartech.org/privacy-policy