InMotion EManagement SRL Complaint Resolution Procedure.
This procedure aims to ensure that all complaints received from clients or users of the InMotion platform are handled efficiently, transparently, and in a timely manner, ensuring customer satisfaction and the continuous improvement of the services offered by InMotion EManagement SRL.
Complaints can be sent via email to the address mentioned in the Contact section, through the contact form on the company's website, or directly, in person or by mail, with confirmation of receipt, to the company's headquarters. All complaints must contain clear details about the encountered issue and, if possible, be accompanied by evidence or examples.
All received complaints will be recorded in a central complaints register. Each complaint will receive a unique registration number and will be assigned to a responsible party for investigation.
The designated responsible party will analyze the complaint and may request additional information from the complainant, if necessary. The investigation will be conducted objectively, with the aim of understanding the causes of the problem and identifying solutions.
Within 30 days of receiving the complaint, the complainant will receive a response that will include the results of the investigation and the proposed solutions or actions taken to solve the problem. If the investigation requires more time, the complainant will be informed of this and will receive periodic updates.
The implementation of the identified solutions will be monitored, and if necessary, adjustments will be made to internal procedures to prevent the recurrence of the problem. The complainant will be informed about the measures taken.
All details related to the complaint, including the proposed solutions, actions taken, and results, will be recorded in the register.
The complainant will be encouraged to provide feedback on how their complaint was managed and resolved. The feedback received will be used for the continuous improvement of the processes and services of InMotion EManagement SRL.
All complaints and associated information will be treated with confidentiality, respecting applicable legislation and the company's Privacy Policy.