Our complaints procedure
We are committed to providing good quality services in line with the WHICH trusted trader code of conduct. We realise, however, that we may sometimes get things wrong or make mistakes. To deal with this we have a complaints procedure.
We will deal with your complaint
We do not look on a complaint as unwanted, but rather as a learning opportunity as it may help us to see where our services or procedures might be improved.
How to complain
This involves up to three steps:
Step 1: Contacting us
The first step is to talk to a member of staff. This can be done informally, either directly or by telephone.
Usually, the best person to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, then ask for the manager or site supervisor.
We will try to resolve the problem on the spot if we can. If we can't do this, for example, because information we need is not to hand, then we will take a record of your concern and arrange the best way and time for getting back to you; this will normally be within five working days.
Step 2: Taking your complaint further
We hope you will only feel the need to make a formal complaint as a last resort and after you feel that the person dealing with the matter first has not taken the opportunity to put things right. If you are still unhappy, the next step is to put your complaint in writing to Matt Bazeley, (company director) setting out the details, explaining what you think went wrong and what you feel would put things right. Once received, your complaint will be acknowledged in writing within five working days of receipt and the letter will say when you can expect a full response. This should normally be within three weeks unless the matter is complicated, such as where other contractors or suppliers need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.
Step 3: The next stage
Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 456 6031.