Complaints Procedure
It is our aim to always have satisfied customers, to meet your expectations of service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and in a fair way. We learn from complaints to improve our service. We will never discriminate against someone who has made a complaint.
If you are not entirely satisfied with any aspect of our service, please let us know as soon as possible to allow us to address your concerns promptly.
If it is necessary to lodge a complaint then, in the first instance you should approach your team leader. However, if they are not available or you are unable to involve them in the complaint then you should contact Andrew Moody.
The team is trained to resolve all complaints promptly, effectively and politely. The team aims to respond to a complaint within 24 hours. We never discriminate against anyone making a complaint nor do we act defensively to a complaint but will listen carefully to the customer who makes one. We will involve them fully in the process of managing it. The team member will endeavour to resolve the complaint to the best of their ability whilst ensuring the highest possible outcome for the customer.
If the complaint investigation takes longer than anticipated the we will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you.
We regularly analyse customer complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.
