Customer Complaints

Newton Systems Customer Complaints Procedure

If you have a complaint about our organisation we want to hear about it and we will do our best to put it right. Our Customer Complaints Procedure has the following goals:

To deal with complaints fairly, efficiently and effectively;
To ensure that all complaints are handled in a consistent manner throughout;
To increase customer satisfaction;
To use complaints constructively in the planning and improvement of all services.

Who can complain?

Anyone who is:
Receiving a service or bought a product from Newton Systems Ltd Caring for someone who has a complaint;

What happens next?

You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.
You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.
In all cases, a complaint will be given full and fair consideration.
If as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.
If a criminal offence is alleged, then the police will be informed.

Can you have someone with you when your complaint is discussed?

Yes, you can.

Can you take your complaint elsewhere?

Contact:

Office of Fair Trading's Consumer Protection division
Suite 975, Europort, Gibraltar
Tel: +350 200 71700 Ext:203
+350 200 71950
E-mail: consumer.protection@gibraltar.gov.gi