Complaints Policy of Homeshield Coating Limited

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.

 

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure everyone at Homeshield knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do

 

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Homeshield Coating Limited.

 

Where Complaints Come From

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.

 

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

 

Responsibility

Overall responsibility for this policy and its implementation lies with the relevant Homeshield Director for example Sales Director, Installation Director.

 

Review

This policy is reviewed regularly and updated as required.

Adopted on:       01/03/16

Last reviewed:   01/03/16

 

 

Complaints Procedure of Homeshield Coating Limited

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 enq@homeshield.co.uk

 

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 

http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/