Allround Plumbing Services Ltd Complaints Procedure

Our commitment to customers

We aim to ensure that:

• Making a complaint is as easy as possible
• We treat your complaint seriously
• We deal with your complaint promptly and in confidence
• We learn from complaints and use them to review and improve our service

What is a complaint?

“An expression of dissatisfaction with the services provided by an organisation or individual, whether verbal or written, that requires a response”.

Complaints can be about various aspects of the products and services we deliver with which you are not happy. We will treat the following as complaints though the list is not exhaustive.

• When you have a problem with the quality of a product that needs to be rectified.
• When we do not deliver a service on time
• When we give you the wrong information
• When you receive a poor quality service
• When you have a problem with a member of staff

How to make a complaint

If you wish to make a complaint you can address it directly to any of our operatives who will do their best to rectify the problem immediately whist on site/with you. Alternatively contact our main office.

By email at sales@allroundplumbing.co.uk

In writing

Allround Plumbing Services Ltd

2 Birch Grove

Alveley

Shropshire

WV15 6LA

By phone 01746 781 081.

By fax 01746 781 081.

We will do our upmost to deal with your complaint as quickly as is reasonably possible and in all cases your complaint will be fully investigated and a response issued within 14 working days.

If you are unhappy with the response and you case has not already been dealt with by her, you can contact Samantha Williams Company Secretary. If you have already received a response from her you can contact Marc Williams Managing Director at

Allround Plumbing Services Ltd

2 Birch Grove

Alveley

Shropshire

WV15 6LA

If You are Still Unhappy

If you are still unhappy with our response and you have not already received a response from our Managing Director you can write to him direct at

Allround Plumbing Services Ltd

2 Birch Grove

Alveley

Shropshire

WV15 6LA

Our Managing Director will not normally investigate a complaint unless the internal complaints procedure has been exhausted. However he may be consulted in any complaints raised and if you feel your case should be escalated due to special circumstances, he will take this into account when dealing with your complaint

Response times

We will acknowledge receipt of your complaint normally by phone within 2 working days, of receiving your complaint.

We will discuss the complaint and respond fully either over the phone, in writing or in person dependent on the circumstances and what is mutually agreed between you and us. In all cases we aim to give you a full response within 14 working days.

If there is a delay in responding we will keep you informed of our progress.

Comments

We are happy to receive any other comments on our service to customers.

Please contact us in any of the ways mentioned above or complete our feedback/evaluation form.