Local Heroes internal complaints handling policy

We always try to work collaboratively and productively with our local heroes. However, we know that sometimes problems do arise and we offer an internal complaints procedure so we can deal with these issues promptly and efficiently.

What to do if you have a complaint

If you have a complaint about any of the issues set out below, please send an email to [insert appropriate email address] setting out full details of the issue and how it has impacted on you.

• Any issues with the Local Heroes Platform or other technological issues which have directly impacted on you or your business.
• Any behaviour or decisions taken by us which have directly impacted on you or your business.
• Any non-compliance by us with Regulation 2019/1150 on promoting fairness and transparency for business users of online intermediation services which has directly impacted on you or your business.

Please note that we will not consider complaints about issues which have not directly impacted you or your business or address any other issues other than those set out above. If the complaint has been passed on to you by a consumer you should ask them to contact us directly using the contact details set out on the page called ”get in touch” on our website.

What we will do next

We promise to give due consideration to your complaint and will respond to all complaints as soon as we reasonably can. Exactly how long it will take to respond to your complaint depends on the nature of the complaint. We will get back to you within five working days to let you know when you can expect a full response from us.

Our response to you will be addressed specifically to you and deal with the specific nature of your complaint. We will respond to you in straightforward plain English.

What you can do if you are not satisfied with our response

We very much hope that our response will effectively deal with any complaint about the issues listed above. However, if you are not satisfied you can ask for mediation.

Mediation is a process where a neutral third party facilitates negotiations between the parties to a dispute to help them come to an outcome that they can all agree on. We work with Centre for Effective Dispute Resolution (CEDR), who we are willing to engage with to attempt to reach an agreement with you on the settlement, out of court, of any disputes in relation to the issues listed above.

Although mediation is a voluntary process, you and we both agree to engage in good faith throughout any mediation attempts.

If you would like to enter into mediation with us using CEDR you must notify us in writing by sending an email to support@localheroes.com. We will bear a reasonable proportion of the total costs of mediation. Any attempt to reach an agreement through mediation on the settlement of a dispute will not affect your or our right to initiate court proceedings at any time before, during or after the mediation process. Let us know if you need any further information of the functioning and effectiveness of mediation.