Complaints shall be made in writing to Viking Arms Ltd, Summerbridge, Harrogate, North Yorkshire HG3 4BW, or by email to firstname.lastname@example.org.
In order to be able to deal effectively with a complaint the complainant must include their full contact details. Should we receive an anonymous complaint we will pursue it as far as is reasonably practicable, but may not be able to fully conclude if communication cannot be established between ourselves and the complainant.
When making a complaint please state clearly the full nature of the complaint. Remember we can only investigate FACTS!
Receiving a Complaint
Upon receipt of a complaint Viking Arms Ltd shall record the following details:
- Name of complainant
- Address (in order that we can respond)
- Date of complaint
- Certification number if an existing client
- Description of the complaint
We shall send you a written acknowledgement within 28 days confirming that we have received your complaint.
Investigating a Complaint
Full details of all complaints shall be forwarded to a member of the Viking Arms management team, who shall carry out a full investigation into the matter in order to:
- Establish if the allegations are true
- Establish the cause
- Identify any personnel involved
- Identify the contributory factors
- Identify any trends
- Notify the Managing Director as to the nature of the complaint
- Provide the Head of Compliancy with a record of all details and outcome of the complaint.
If the complaint is not justified the complainant shall be informed and given the reasons why it is not justified.
If the complaint is justified the Managing Director shall instigate corrective action to the satisfaction of the complainant.
The complainant shall be informed of the outcome.
Justified : A complaint that is ‘justified’ is a complaint that Viking Arms have accepted in either full or in part.
Not justified : A ‘not justified’ complaint is a complaint that upon investigation cannot be attributed to the activities of Viking Arms and therefore is not accepted in either part of full by Viking Arms.
If the complaint is not resolved after 28 days a further letter shall be issued to the complainant assuring them that the complaint is still under investigation.
Statement of policy and purpose of Policy
Business Goal To get it right first time, every time and strive to exceed customer expectations whenever possible.
As part of our commitment to maintaining the highest levels of quality management it is our intention that we maintain accreditation of our Quality Management System to ISO 9001: 2008 and continually integrate other management systems for the pursuit of continuous performance improvement.
Quality derives from a staff commitment to service and excellence. This commitment is followed by adhering to the following business principles:‐
- Customer Focus
Customer requirements come first. Quality begins and ends with the customer and we strive to always satisfy their needs. This is reflected in our flexibility ‐ both as individuals and as an organisation.
We build mutually beneficial relationships with customers and suppliers.
We search for and supply only products of exceptional innovation, exceptional quality or exceptional value for money.
Our Employees work together as a team to satisfy our customers.
- Process Emphasis
We focus our Employees on practical processes to ensure consistent results.
- Continual Improvement
Through management review of our Business Management System we aim to continually improve business performance, processes, products and services.
- Employee Development
Through active mentoring we create a culture where staff have the skills and are empowered to take responsibility for the results of their actions, which contributes to the success of the Company.
Viking Arms Ltd aims to deliver the highest quality products and services to all its clients, on time and within agreed budget.
Viking Arms Ltd operates a Quality Management System that has gained ISO 9001:2008 Certification, including aspects specific to the provision of firearms, ammunition and accessories.
Viking Arms is committed to:
- Developing and improving its Quality Management System.
- Continually improving the effectiveness of its Quality Management System.
- The continued enhancement of client satisfaction.
Quality Goals and Objectives are achieved by ensuring:
The communication throughout the organisation the importance of meeting client needs and all relevant statutory and regulatory requirements.
Management Reviews are set to review the quality objectives and report on the Internal Audit results on a regular basis.
The availability of resources.
The structure of the Quality Management System is defined in the Organisations Quality Procedures Manual.
All personnel understand the requirements of this Quality Policy and abide with the contents of the Quality Procedures Manual.
The Organisation complies with all relevant statutory and regulatory requirements.
The Organisation constantly monitors its quality performance and implements improvements when appropriate.
The Quality Policy is reviewed regularly in order to ensure its continuing suitability.