Complaints Procedure
Purpose
To ensure that all complaints are handled fairly, consistently, and resolved to the complainant's satisfaction wherever possible.
Scope:
This procedure applies to all complaints received from clients regarding our measured survey services.
Procedure:
- Receiving Complaints:
- Complaints can only be received initially via email
- All complaints should be directed to Neil Wates complaints@housemapper.co.uk
- Acknowledgment: by email
- Acknowledge receipt of the complaint within 2 business days.
- Provide the complainant with a copy of this complaints procedure.
- Recording Complaints:
- Log the complaint in the Complaints Register, noting the date, complainant's details, nature of the complaint, and any relevant documentation.
- Investigation:
- Investigate the complaint thoroughly and impartially.
- Gather all relevant information and, if necessary, speak to the complainant for further details.
- Resolution:
- Aim to resolve the complaint within 10 business days.
- If the complaint is complex and requires more time, inform the complainant of the delay and provide a revised timeline.
- Response:
- Communicate the outcome of the investigation to the complainant.
- If the complaint is upheld, explain the actions taken to rectify the issue.
- If the complaint is not upheld, provide a clear explanation.
- Follow-Up:
- Follow up with the complainant to ensure they are satisfied with the resolution.
- Record the follow-up in the Complaints Register.
- Review:
- Regularly review complaints to identify any trends or areas for improvement.
- Implement changes to prevent similar complaints in the future.
Contact Information:
Note: This procedure is designed to ensure that all complaints are handled efficiently and effectively, even in the absence of a dedicated HR department. By following this procedure, we aim to maintain high standards of customer satisfaction and continuously improve our services.
