Kexx Ltd (CIC Tribe) Complaints Procedure

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Providing Feedback

1. Feedback Encouragement
   - We welcome all feedback as it helps us improve our services. Please share your feedback on our reviews page: www.kexx.co.uk/reviews.

 

 Submitting Complaints and Refund Requests

2. Complaints and Refund Requests:
   - Customers should email any complaints or refund requests to support@cictribe.co.uk.
   - Before requesting a refund, please read our Terms and Conditions policy carefully.
   - All emails will be reviewed by our legal team and replied to within 2 weeks.

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 Handling Negative Comments

3. Public Negative Comments:
   - Any negative comments posted publicly online will be deleted and if they are repeatedly posted will treated as harassment.
   - Such behaviour will result in the customer being blocked from all Kexx Ltd platforms.
   - We have a zero-tolerance policy for harassment. Please use the appropriate legal channels to resolve issues. Harassment could be reported to the police or where appropriate a offenders local mental health team. Potentially the CIC regulator could also be contacted to report a CIC director who is harassing or is considered a danger or risk to others.

 

Refund Request Procedure

4. Formal Refund Request:
   - If you are not satisfied and wish to request a refund, please follow these steps:
     - Write a formal letter requesting the refund.
     - Provide detailed evidence of why you believe you are entitled to a refund, considering our Terms and Conditions.
     - Post this letter to our business address:  
       Kexx Ltd  
       1 Chapel Terrace,  
       Porthleven,  
       Helston,  
       England,  
       TR13 9HS

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5. Response Time:
   - We will respond to formal refund requests in writing within 28 days.

6. Resolution Process:
   - If both parties cannot reach a resolution through correspondence, we will suggest an online Zoom meeting to discuss and attempt to resolve the issue. 

 

 Escalating to Small Claims Court

7. Small Claims Court:
   - If the resolution process is exhausted and the customer is still not satisfied, they may choose to take the matter to small claims court.
   - Customers must provide evidence to the court that they have followed the above steps, or the case may be dismissed.
   - Customers must also provide evidence of why they believe they should receive a refund, considering the Terms and Conditions.

8. Counterclaims:
   - Any claims against Kexx Ltd will result in a counterclaim for costs, including:
     - Travel expenses from Cornwall to the local court for two staff (likely flights and taxi's).
     - 4-star accommodation for 2 nights for two staff.
     - Food expenses for two staff.
     - Administration time at £200 per letter.
     - £2000 per court appearance.
   - The claimant could be liable for these costs if they lose the case.

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By following this procedure, we aim to ensure all complaints are handled fairly and efficiently. Thank you for your cooperation.