Complaint and Feedback Policy

At One World Rental, we value feedback from our customers, employees, and stakeholders as a vital part of improving our services and maintaining excellence in everything we do. This policy outlines how complaints and feedback are handled, ensuring transparency, fairness, and timely resolutions.

1. Purpose

The purpose of this policy is to:

Provide a structured process for managing complaints and feedback.

Ensure all concerns are handled respectfully, promptly, and fairly.

Identify opportunities for improvement based on feedback.

2. Scope

This policy applies to all complaints and feedback received from:

Customers using One World Rental’s services.

Employees or contractors working with or for the company.

External stakeholders, such as suppliers or community partners.

3. How to Submit Complaints and Feedback

We encourage feedback through the following channels:

Email: Send complaints or feedback to hr.admin@oneworldrental.com

Phone: Contact us at + 44 (0)20 78621702 during business hours.

Online Form: Submit your comments through the feedback form on our website at oneworldrental

In-Person: Speak to a member of our team at any One World Rental office or event location.

4. Process for Handling Complaints

Acknowledgment:

All complaints will be acknowledged within 2 business days of receipt.

Investigation:

Complaints will be investigated by the relevant department or manager.

Complex issues may involve cross-departmental collaboration.

Response:

A detailed response will be provided within 10 business days, outlining the findings and any corrective actions taken.

Escalation:

If you are dissatisfied with the initial resolution, you can escalate the complaint to [Insert Escalation Contact/Team, e.g., Senior Manager or Customer Relations Team] for further review.

5. Feedback Process

Encouragement of Feedback:

Positive and constructive feedback helps us improve and recognise what we’re doing well.

Review and Action:

Feedback is reviewed monthly by senior management to identify trends and implement improvements.

6. Guiding Principles

Confidentiality: All complaints and feedback will be treated confidentially.

Fairness: All parties involved in a complaint will have the opportunity to present their perspectives.

No Retaliation: Employees and stakeholders are encouraged to provide honest feedback without fear of negative consequences.

7. Monitoring and Improvement

We regularly monitor complaints and feedback to identify recurring issues.

Quarterly reports are reviewed by senior management to implement broader improvements.

8. Contact Information

For questions about this policy or to submit a complaint or feedback, please contact:

Email: hr.admin@oneworldrental.com

Phone: + 44 (0)20 78621702

Address: One World Rental Global HQ 3 Raven Road, London, E18 1HB, United Kingdom.

Acknowledgment

We appreciate your feedback as it helps us continually improve and provide the highest quality service to our customers.

Signed:

One World Rental

OTHER LEGAL POLICIES

Anti-Corruption Policy

This policy outlines our zero-tolerance stance on bribery and corruption, ensuring ethical practices in all business dealings. It provides guidelines for identifying, preventing, and addressing corrupt activities, including training programs and whistleblower protections.

Human Rights Policy

This policy reinforces our dedication to respecting and promoting human rights within our operations and supply chain. It includes commitments to fair labor practices, safe working conditions, and opposing child or forced labor.

Diversity and Inclusion

We are committed to creating an inclusive workplace that respects and values diversity. This policy details our commitment to equal opportunity, anti-discrimination measures, and fostering an environment of respect and collaboration.

Modern Slavery Act Transparency

Our commitment to preventing modern slavery and human trafficking is detailed in this policy, ensuring ethical practices throughout our supply chain. It includes monitoring mechanisms and partnerships to enhance supply chain transparency.

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