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Complaints Policy


In the unlikely event of a customer feeling the need to complain, below sets out our procedure for handling


On receiving a complaint the details will be entered into the customer complaints sheet.

An acknowledgment letter will be sent out to the customer by return.

The complaint will then be investigated within one week.

Justified Complaint

If the company feels the complaint is justified, the customer will be contacted to discuss details of remedial


A letter confirming the visit or telephone conversation will be sent. The letter will have a reply slip for the

customer to agree to the remedial work or conversation.

The customer complaints sheet will be updated.

After the remedial action or compensation has been finalised, a letter will be sent for the customer to

confirm the complaint has now been resolved.

The customer complaints control sheet will be updated.

Unjustified Complaint

If the company feels the customer’s complaint is unjustified a letter will be sent to the customer.

The customer complaints sheet will be updated.

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