Customer Complaints Procedure

AIMS

To Deal with all complaints in a fair and consisten manner.

REASONS FOR THE PROCEDURE

To Provide and continue to provide a first call level of customer service.

OBJECTIVES

To describe the formal procedure for dealing fairly and consistently with customer complaints;
To inform customers of the route by which they can express a complaint;
To inform employees of the complaints procedure so that they know what to do if a customer complaint arises

PROCEDURE

Step 1 - First of all the customer should try to resolve the matter directly with the member of the company who is responsible or who is involved in the problem.

Note - Employees who wish to complain about another employee should refer to the Grievance Procedure, not the complaints procedure.

Step 2 - If Step 1 did not reslve the problem, the customer shouild make a complain in writing.

Company will , within 10 days of receiving a complaint providing a signed letter of reply to the customer detailing the outcome and actions arising from the investigation.

Company will send the signe letter of reply , to the customer - normally within 15 working days of receipt of the compaint.

Step 3 - If the customer is dissatisfied with the response received, the cystomer may appeal within 15 days of the date on the response letter. The appeal should be made in writiing, stating the reason.

The customer will be notified in writing of the result of the appeal after all the evidence has been reviewed. This will normally be within 10 working days of receipt of the appeal.

CONTACT

WHO SHOULD KNOW ABOUT THIS PROCEDURE

All customers

All employees

RESPONSIBILITY

The directors are responsibile for ensuring that all customer complaints are dealt with promptly, fairly, consistently and in accordance with this procedure.