If you have a complaint about our organisation
we want to hear about it and we will do our best to put it right.

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Our Customer Complaints Procedure has the following goals:

• To deal with complaints fairly, efficiently and effectively;
• To ensure that all complaints are handled in a consistent manner throughout;
• To increase customer satisfaction;
• To use complaints constructively in the planning and improvement of all services.

Who is eligible to voice their complaints?

Individuals falling under the following categories:

• Those who have availed services or purchased products from Newton Systems Ltd
• Caretakers responsible for someone lodging a complaint

What to Expect Next:

Contact Us via Email

• Upon lodging your complaint, expect to receive an acknowledgment within 5 working days. We might also reach out to ensure a thorough understanding of your concerns. Additionally, an interview with the designated investigator could be arranged.

Timely Response:

• Anticipate receiving a comprehensive response within 28 working days from the date of complaint submission. Should there be a need for an extension beyond this period, your consent will be sought.

Fair and Thorough Evaluation:

• Rest assured, every complaint is treated with utmost seriousness and impartiality. A meticulous review will be conducted in all cases.

Disciplinary Procedures:

• In instances where your complaint leads to disciplinary measures against a staff member, an internal process will be enacted. While you'll be notified about the occurrence of disciplinary actions, it's important to note that the specifics and outcomes within this procedure remain confidential.

Allegations of Criminal Offenses:

• Should a complaint involve allegations of a criminal nature, we will promptly involve law enforcement by notifying the police.

Can you have someone with you when your complaint is discussed?

Absolutely, yes.

Can you take your complaint elsewhere?

If you wish to explore alternative avenues for addressing your complaint, please consider the following contact:
Office of Fair Trading's Consumer Protection division
Suite 975, Europort, Gibraltar
Tel: +350 200 71700 Ext:203
+350 200 71950
E-mail: consumer.protection@gibraltar.gov.gi