Complaints Procedure

1. Our Commitment
At Aro Outsourcing Private Limited, we are committed to delivering high standards of service. However, if you are dissatisfied, we encourage you to raise your concerns so we can investigate and resolve them promptly.
All complaints are handled fairly and in accordance with:

• UK GDPR

• Data Protection Act 2018

• PECR (where applicable)

• Internal compliance procedures
   

2. How to Make a Complaint
You can submit a complaint using the following method:
📧 Email: connect@arooutsourcing.com
We currently handle all complaints digitally to ensure prompt tracking, documentation, and resolution.
Please include:

• Full name

• Contact details

• Description of the complaint

• Any relevant supporting information

3. What Happens Next
Acknowledgment

• Your complaint will be logged in our compliance system

• You will receive an acknowledgment within 5 working days

Investigation

• Your complaint will be assigned to our Compliance Team

• We will review all relevant records including:

  • Call recordings (where applicable)

  • CRM data

  • Consent records

Response Timeframes
Within 14 days of receiving your complaint, we will provide:

• A final response, including findings and actions taken

OR

• A progress update, including expected resolution timeframe

4. Resolution
We aim to resolve complaints fairly and proportionately.
Outcomes may include:

• Explanation and clarification

• Internal corrective actions

• Staff retraining

• Data correction or deletion (where applicable)

⚠️ Financial compensation is not automatic and depends on the nature of the complaint.
5. Data Protection & Subject Rights
Where complaints relate to personal data:

• Requests are handled under UK GDPR

• Subject Access Requests (SARs) are completed within 30 days

• Identity verification may be required

6. Escalation
If you are not satisfied with our response, you may escalate your complaint to:
Information Commissioner’s Office (ICO)
Website: https://ico.org.uk
Phone: +44 303 123 1113
7. Continuous Improvement
All complaints are:

• Logged and monitored

• Reviewed for trends

• Used to improve internal processes and compliance

8. Contact
Aro Outsourcing Private Limited
📧 connect@arooutsourcing.com
🌐 www.arooutsourcing.com