We understand that sometimes things may not go as expected, and we encourage open communication to resolve any concerns quickly and fairly. This policy outlines how complaints are handled to ensure transparency and accountability.

How to Make a Complaint

If you’d like to raise a complaint, please contact us via:

Email: Send your complaint to complaints@winwin.ie

To help us resolve your concern efficiently, please include the following in the subject line of your email:

Subject: Complaint – [Your Name]

And in the email body:

• Your full name and contact details
• A clear description of the issue
• Any relevant supporting documents or evidence

Complaints Process

Acknowledgement

• Every complaint submission receives an automated email confirming receipt.

Initial Review

• Our team will review your complaint and provide an initial response within two working days. If we need further information, we’ll get in touch.

Investigation & Resolution

• Your complaint will be assigned to the relevant department for thorough investigation.
• We aim to provide a full resolution within 5-7 working days. If additional time is needed, we’ll keep you updated.

Outcome & Next Steps

• If your complaint is upheld, we’ll take appropriate action to resolve the issue.
• If we determine that the complaint does not meet our criteria for acceptance, we’ll provide a clear explanation.
• If you’re unhappy with the outcome, you can request an internal review.

Protection Against Retaliation

We want you to feel confident raising concerns without fear of negative consequences. We do not tolerate any form of retaliation against those who submit complaints in good faith.

Keeping You Updated

We’ll keep you informed throughout the process and notify you of any delays. Once we’ve reached a resolution, we’ll provide a summary of the actions taken.

Your feedback is invaluable in helping us improve our services. We appreciate your trust and patience as we work towards a fair resolution.