Homeshield Coating Limited views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Homeshield Coating Limited.
Complaints may come from any Homeshield customer or those directly affected by the work being carried out or previously carried out by Homeshield.
A complaint can be received verbally, by phone, by email or in writing, however as the likelihood that the majority of any complaints received will involve concerns over contracted works, on-going or completed, we will in these instances ask for photographic (digital or traditional) evidence to accompany the complaint, this would be to enable Homeshield to more rapidly assess and action any necessary remedy.
This policy does not cover complaints from staff, who should use Homeshield's Discipline and Grievance policies.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with the relevant Homeshield Director for example Sales Director, Installation Director.
This policy is reviewed regularly and updated as required.
Adopted on: 01/03/16
Last reviewed: 01/03/16
Written complaints may be sent to:
Homeshield Coating Limited
Units 33-34 Phoenix Business Park, Telford Street, Newport NP19 0LW.
or by e-mail at firstname.lastname@example.org
Verbal complaints may be made via:
Telephone to (01633) 235930
Or in person at;
Homeshield Coating Limited,
Units 33/34 Phoenix Business Park, Telford Street, Newport NP19 0LW.
Where we cannot resolve any complaints using our own complaints procedure
as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact us on 0117 456 6031or via their website