Ethan Hathaway is committed to providing a high quality service to all customers. To achieve this, we need you to give us feedback and raise any complaints if there’s anything wrong. We want to understand your needs and help you resolve your complaint as quickly as possible. We treat all customers making a complaint equally.
Our complaint policy covers:
- The standards of services that you should expect from Ethan Hathaway
- The behavior of our staff in delivering the services
- Any actions or lack of actions that our staff or others has engaged on
Our complaint policy does not cover:
- Comments about our policy and policy decisions
- Matters that have been investigated fully through the complaint procedure.
- Anonymous complaints
Items that are not covered by our complaint policy are handled as non-service complaints and will be handled in a different way. Please refer to as non-service complaints procedures.
How to lodge an complaint
We listen to your voices and treat them seriously, and learn from all complaints so that we can continuously improve our services. If you wish to lodge a complaint, it may be done by the following methods:
By Email: firstname.lastname@example.org
Attn: Customer Services Department
Ethan Hathaway Co. Ltd
Suite 823B, Star House,
3 Salisbury Rd,
Tsim Sha Tsui,
Kowloon, Hong Kong
Third Party Reporting
Complainants may wish to have a third party act on their behalf. A third party is any person or organisation acting on behalf of or making enquiries for the complainant.
A written consent is required when a third party is helping a complainant with a particular complaint. We will keep the third party informed of the progress on the complaint.
Our standards for handling complaints
Complaints will be received in writing by Letter or Email. We treat all our complaints seriously.
You will be treated with fairness and respect at all time, regardless of your
- Sexual orientation,
- Religious or beliefs
- Any unjustified factors such as languages, ages etc.
We expect you to treat our staff dealing with your complaint with fairness and respect at all times.
Procedures of handling complaints
Your complaint will be handled promptly and you will be acknowledged that your complaint has been recorded and will also receive a reference code within 2 business days. The complaint will be passed to our senior officers for review. A full response will be expected within 14 working days. We expect majority of complaints will be settled by this stage.
In cases when we are unable to provide a full reply within 14 working days due to the complexity of the case, we will keep you updated with the process and the reason for the delay.
If you are unsatisfied with the reply, you can request for a review. Your complaint will be forwarded to our directors of Ethan Hathaway. All final decisions will be made by our directors of Ethan Hathaway.
Filing of records
All complaints made, verbal or written, will be recorded on the complaints form once the complaint has been received or as soon as possible afterwards. The complaint should be recorded by the staff member who took the details. The reference code has to be emailed to the customer in the acknowledgement email.
When taking a complaint, staff will record the name and contact details of the customer, as well as full details of the complaint including the date. Anonymous complaint will not be handled.
Details of all communication with the customer and any follow-up actions to resolve the complaint will be recorded.
Recorded complaints will also be monitored for any ongoing trends by management and efforts made to resolve any ongoing issues. All data will kept confidential and for references for further improvements.
Non-Service Complaint Procedures
All non-service complaints will be looked at by our Directors of Ethan Hathaway and a response, if required, sent to you directly within 20 working days where possible.
As well as learning from your complaints we are also interested in ideas you may have on how we might do things better. We would also like you to tell us when we do things well.
Your comments will be passed on to the relevant team and we will use them to help improve our service and the way we do things. You can make your comments by contacting any members of our staff.