1. Purpose
This policy sets out Murzo Group's approach to receiving, recording, investigating, responding to, and learning from complaints.
The purpose is to treat complainants fairly, identify product, service, safety, legal, data, supplier, and communication issues early, and provide appropriate redress where Murzo Group is responsible.
2. Scope
This policy applies to complaints from customers, clients, suppliers, contractors, partners, website users, applicants, and other stakeholders about Murzo Group products, services, communications, systems, conduct, or decisions.
It does not replace product recall, data breach, whistleblowing, grievance, legal claim, or regulator response procedures where those processes are more suitable.
3. Complaint Principles
Murzo Group will handle complaints in a way that is fair, proportionate, respectful, documented, and focused on resolution.
- Complaints should be acknowledged and assessed within a reasonable time
- Safety, security, data protection, legal, and product integrity concerns must be escalated promptly
- Responses should be factual, clear, and free from misleading statements
- Complainants should be treated respectfully, including where Murzo Group does not agree with the complaint
- Records should support learning, trend review, and corrective action
4. How Complaints Are Received
Complaints may be received through the Murzo Group website, contact form, email, phone, social media, business correspondence, marketplace channels, supplier routes, or direct communication with staff.
Where a complaint is received informally, the person receiving it should capture enough information to allow review, including contact details, product or service details, date, issue, evidence, and requested outcome where available.
5. Assessment & Escalation
Complaints must be assessed for urgency, seriousness, safety risk, legal risk, customer impact, reputational risk, and whether specialist input is needed.
- Food safety, allergen, product safety, batch, contamination, injury, illness, or recall concerns must be escalated immediately
- Cybersecurity, privacy, data loss, fraud, payment, identity, or confidentiality concerns must be escalated to appropriate security or data protection procedures
- Legal threats, regulator contact, media enquiries, discrimination allegations, harassment allegations, or whistleblowing concerns must be escalated to authorised representatives
- Repeated complaints should be reviewed for trends and underlying causes
6. Investigation
Murzo Group will investigate complaints proportionately, taking account of available evidence, contract terms, legal duties, product records, communications, supplier information, and relevant policies.
Where a complaint involves a supplier, logistics provider, platform, contractor, or third party, Murzo Group may request information and cooperation before reaching a final position.
7. Customer Redress
Where Murzo Group accepts responsibility for an issue, appropriate redress may be offered. Redress depends on the circumstances and does not automatically amount to admission of liability.
- Explanation, apology, correction, replacement, repair, refund, credit, return, or service re-performance
- Product withdrawal, recall support, label correction, technical advice, or customer notification where required
- Escalation to insurer, legal adviser, supplier, marketplace, payment provider, or competent authority where necessary
- Corrective action to reduce recurrence
8. Unreasonable, Abusive or Fraudulent Complaints
Murzo Group may restrict communications, decline abusive demands, suspend service, preserve evidence, or report matters where complaints involve threats, harassment, fraud, extortion, repeated bad-faith claims, or misuse of complaints processes.
Any restriction should be proportionate and should not prevent genuine safety, legal, data protection, or whistleblowing concerns from being considered.
9. Records & Improvement
Murzo Group will keep appropriate records of complaints, evidence, decisions, communications, redress, corrective actions, and closure.
Complaint data may be reviewed to identify repeat issues, supplier concerns, product trends, training needs, communication gaps, or improvement opportunities.
10. Review & Responsibilities
Managers, product owners, customer contacts, compliance leads, and authorised representatives are responsible for handling complaints in line with this policy.
This policy will be reviewed periodically and after serious complaints, repeat trends, legal change, product incidents, or material changes to Murzo Group services.
