Complaints Procedure
Pears Home Improvements Limited are dedicated to delivering the very highest standards of service. However, we understand that there may be instances when our clients feel that their expectations have not been fully met. This Complaints Procedure details our approach to addressing any complaints, ensuring they are handled in a prompt, fair, and effective manner.
1. Introduction
1.1 We value our clients and are dedicated to resolving all complaints promptly and professionally.
1.2 This procedure is in accordance with the guidelines and regulations of Pears Home Improvements Limited.
2. How to Make a Complaint
2.1 Complaints can be made in writing, by email, or by telephone.
2.2 Written complaints should be addressed to:
Pears Home Improvements Limited.
Unit 1 Northbrook Close
Worcester
WR5 3QZ
2.3 To assist us in investigating and resolving the complaint as quickly as possible, we kindly request that you provide the following information:
- Your full name and contact information
- A comprehensive description of your complaint
- Any relevant documentation or correspondence regarding the matter
- The name(s) of the staff member(s) involved, if known
3. Acknowledgement
3.1 We will acknowledge receipt of your complaint within 14 days.
3.2 Within this we will include the name and contact details of the person who will be handling your complaint.
4. Investigation
4.1 We will conduct a comprehensive investigation into your complaint. This process may include reviewing relevant documents, speaking with staff members, and, if necessary, reaching out to you for additional information.
4.2 We aim to conclude our investigation within 3 weeks of the acknowledgment of your complaint. Should we require additional time, we will inform you of the reasons for the delay and provide you with a revised timeline.
5. Response
5.1 Upon the completion of our investigation, we will provide you with a comprehensive written response which will include:
- A summary of your complaint
- The findings from our investigation
- Any actions we have taken or plan to take to address the issue
- A proposed resolution to the matter
6. Further Steps
6.1 Should you find our response unsatisfactory, you have the option to request a review. Please submit your request within 7 days of our response.
6.2 The review will be conducted by a senior member of our firm who was not involved in the initial investigation. We aim to complete this review within 14 days, after which you will receive a final response.
7. Record Keeping
7.1 We will keep a record of all complaints, investigations, and responses for 6 months.
7.2 These records will be reviewed periodically to identify trends or areas for improvement in our services.
8. Confidentiality
8.1 All complaints will be treated confidentially. Information will only be shared with those who require it in order to effectively investigate and address the complaint.
9. Continuous Improvement
9.1 We are committed to continually improving our services. Feedback from complaints is valuable in helping us achieve this goal.
9.2 We will conduct a 12 month review of this Complaints Procedure to ensure its ongoing effectiveness and alignment with current regulations and best practices.
We thank you for your cooperation. We are committed to resolving your complaint to your satisfaction whilst improving our service based on your feedback.