JHGS Complaint Resolution Policy

1. Purpose – This policy defines the process for resolving customer complaints in a timely, fair, and respectful manner. It ensures that all concerns are properly addressed and used as a means to improve service quality and trust.

2. Scope – This policy applies to all employees who receive or respond to customer complaints, including sales, support, shipping, and management personnel.

3. Complaint Channels – Customers may file complaints through the following methods:

• In-person at our retail counter
• By phone at 716-317-1665
• By email at jonz@jackhunt.com.com
• Through the website contact form

4. Complaint Handling Process

• Acknowledge all complaints within 2 business days of receipt.
• Assign a staff member or manager to investigate and respond.
• Provide a plain-language resolution or update within 10 business days.
• If resolution takes longer, provide status updates every 5 business days.

5. Logging and Documentation – All complaints must be logged in the internal Complaint Resolution Log and include:

• Customer name and contact info.
• Date and channel of complaint.
• Summary of issue and resolution offered.
• Outcome and closure date.