Customer Feedback & Complaints Policy

Purpose

PrimeSphere is committed to delivering professional ozone treatment services supported by clear communication, transparency and high standards of customer care.

We recognise that client feedback provides valuable opportunities to improve our services. This policy explains how compliments, feedback and complaints are managed fairly, consistently and professionally.

Scope

This policy applies to all enquiries, quotations, treatments and services delivered by PrimeSphere.

Our Commitment

PrimeSphere is committed to:

• responding professionally to all client concerns;
• investigating complaints fairly and objectively;
• communicating openly throughout the process;
• identifying opportunities for continual improvement;
• resolving issues wherever reasonably practicable.

Providing Feedback

Clients are encouraged to provide feedback regarding any aspect of our service.

Feedback may relate to:

• communication;
• punctuality;
• professionalism;
• treatment delivery;
• documentation;
• customer experience.

Constructive feedback is welcomed and contributes towards the continual improvement of our Quality Management Framework.

Complaints Procedure

Where a client wishes to make a complaint, PrimeSphere will:

1. acknowledge receipt of the complaint as soon as reasonably practicable;
2. review all relevant documentation and operational records;
3. investigate the circumstances objectively;
4. communicate findings to the client;
5. where appropriate, identify and implement corrective actions;
6. retain a record of the complaint for continual improvement purposes.

Response Times

PrimeSphere aims to:

• acknowledge complaints within two working days;
• investigate complaints promptly;
• provide a full response as soon as reasonably practicable, normally within ten working days.

Where additional time is required, the client will be kept informed of progress.

Continual Improvement

Complaints are treated as opportunities to strengthen our procedures.

Where investigations identify opportunities for improvement, relevant operational procedures, documentation or working practices will be reviewed and updated where appropriate.

Confidentiality

Complaint information will be handled confidentially and processed in accordance with PrimeSphere’s Data Protection & GDPR Policy.

Review

This policy shall be reviewed annually or earlier where operational requirements indicate amendment is appropriate.

Effective Date: 27 June 2026
Review Date: 27 June 2027