Customer Complaints Policy
If a complaint is received by and engineer or is passed to the engineer by the admin staff and it is considered
by them to be valid, it can be dealt with under the Normal procedure as laid down in B.S 8600.
If the admin staff receive a complaint and it is considered valid, it can be dealt with under the Normal
procedure as laid down in B.S 8600.
If complaints cannot be dealt with under the normal procedure and a resolution quickly reached the Escalation
procedure will be implemented. As all calls are logged and worksheets completed by engineers no further
documentation is required under normal procedure.
If a complaint is not resolved under normal procedure the stage 2 Escalation procedure is used.
A customer complaint sheet E23 is completed. The boxes of this sheet will be used as an aid-memoir checklist
to ensure the complaint is fully documented and resolved.
If a complaint is not resolved under Stage 2 it will then be escalated to Stage 3 External Procedure and the client will be advised of the availability
of both the Which? Trusted Trader and NACOSS complaints procedures.
Where we are unable to resolve your complaint using our complaints procedure, as a Which? Trusted Trader the business uses Dispute Resolution
Ombudsman for dispute resolution. In the unlikely event that the 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.