Customer Complaints Procedure

AIMS

To deal with all complaints in a fair and consistent manner.

REASONS FOR THE PROCEDURE

To provide and continue to provide a first class 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 resolve the problem, the customer should make a complaint in writing.

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

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

Step 3 - If the customer is dissatisfied with the response received, the customer may appeal within 15 days of the date on the response letter. The appeal should be made in writing, 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 responsible for ensuring that all customer complaints are dealt with promptly, fairly, consistently and in accordance with this procedure.