Customer complaints procedure
A complaint is an expression of dissatisfaction against Cooling & Heating Sales Ltd. Our Customer Complaints Procedure is designed to enable us to deal with all complaints in a fair and consistent manner, and to maintain a high level of customer service.
Step One
The customer may contact us in person, by phone, fax or email to register their complaint. The member of staff who is initially involved in the problem should try to resolve the matter directly with the customer at this early stage.
Step Two
If Step One did not resolve the problem, the customer should make a complaint in writing to the Company Secretary (a Customer Complaints Form is available). The Company Secretary will log the complaint and acknowledge its receipt within 3 working days of receiving the complaint.
The Company Secretary will conduct a full investigation, or if more appropriate, will pass the complaint, with a tracking sheet clearly identifying the timescales, to a relevant manager for further investigation.
The investigating manager will, within 10 working days of receiving the complaint, provide the Company Secretary with the results of the investigation and a signed letter of reply for the customer detailing the outcome and actions arising from the investigation.
The Company Secretary will send the signed letter of reply from the investigating manager, to the customer. This will normally be within 15 working days of receipt of the complaint.
The investigating manager will inform the Company Secretary if (s)he is unable to meet the above timescale and the Company Secretary will send a holding reply to the customer.
Step Three
If the customer is dissatisfied with the responses received, the customer may appeal directly to the Company Director within 15 working days of the date on the response letter. The appeal should be made in writing, stating the reasons.
The customer will be notified in writing of the result of the appeal after all evidence has been reviewed. This will normally be within 10 working days of receipt of the appeal.
If the customer is still unhappy
In the unlikely event that the matter is still not resolved to the customer’s satisfaction, the customer may take the complaint to the Ombudsman, which is an independent and impartial means of resolving disputes outside the courts.
Responsibility
The Company Secretary is responsible for ensuring that all customer complaints are dealt with promptly, fairly and consistently and in accordance with this procedure.
The investigating manager is responsible for conducting a full investigation and providing a written response to the Company Director.
The Company Secretary will monitor the progress of the complaint at all times.
The Company Secretary will provide an analysis of the number and nature of the complaints and their outcome to the Company Director.