Treating Customers Fairly Policy

At O’Brien Media, our customers are at the heart of everything we do. We are fully committed to providing the highest standards of customer service and ensuring that every client receives fair, transparent, and professional treatment.

Our goal is to deliver outstanding digital services, including web design, website support, SEO, and digital marketing, in a way that consistently meets and exceeds customer expectations.

We operate with a culture of openness, transparency, and fairness in all our dealings, ensuring our customers feel valued, informed, and supported throughout their journey with us.

Responsibility

All members of the O’Brien Media team share responsibility for ensuring customers are treated fairly and receive the best possible service. The leadership team is responsible for ensuring that this policy is upheld and reviewed regularly.

Principles of Treating Customers Fairly (TCF)

To achieve our commitment to fair customer treatment, we adhere to the following key principles:

• Clear and Honest Communication: We provide information about our services in a transparent manner, ensuring customers understand what they are purchasing and how it benefits them.
• Tailored Solutions: We offer bespoke services that meet our customers’ individual business needs, rather than one-size-fits-all solutions.
• Support at Every Stage: Customers receive appropriate guidance and support before, during, and after they engage with our services.
• No Unreasonable Barriers: We make it easy for customers to adjust, upgrade, or cancel their services, with clear policies and no hidden conditions.
• High-Quality Service Delivery: We aim to deliver services that meet or exceed customer expectations and provide ongoing support to ensure satisfaction.

Customer Service and Support

• We respond promptly to customer queries and issues, ensuring resolution in a timely and professional manner.
• We provide managed website hosting and support services, ensuring customers do not need to worry about technical issues.
• Customers can access help and guidance through our support centre at https://www.obrienmedia.co.uk/help.
• We regularly seek customer feedback to improve our services and address any concerns proactively.

Complaints and Resolution

We take complaints seriously and handle them fairly and efficiently. If a customer has a concern, they can contact us via email or phone, and we will investigate promptly.

• Complaints will be reviewed by the relevant team member and, if necessary, escalated to senior management.
• We aim to resolve complaints in a fair and timely manner, keeping the customer informed throughout the process.
• We analyse trends in complaints to identify areas for improvement and enhance our services.

Training and Development

To ensure our team delivers exceptional customer service, we provide:

• Ongoing training and development for our team members to stay updated on industry best practices.
• Regular customer service reviews to reinforce the importance of treating customers fairly.

Evaluation and Review

This policy will be reviewed annually to ensure its effectiveness and relevance. Any necessary changes will be made to align with evolving business practices and customer expectat