CUSTOMER COMPLAINTS

 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 Shaw’s Carpentry and Construction Limited 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 Shaw’s Carpentry and Construction Limited. 

Where Complaints Come From 

Complaints may come from any person or organisation who has a legitimate interest in Shaw’s Carpentry and Construction Limited. 

A complaint can be received verbally, by phone, by email or in writing. 

This policy does not cover complaints from staff, who should use Shaw’s Carpentry and Construction Limited 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 & Review 

Overall responsibility for this policy and its implementation lies with the Managing Director. 

This policy is reviewed regularly and updated as required. 

Details for Complaints: 

Written complaints may be sent to Shaw’s Carpentry and Construction Limited at 4 Glebe Gardens, Grove, Oxfordshire OX12 7LX or by e-mail at rob@shawscarpentryandconstruction.com. 

Verbal complaints may be made by phone to 01235 760665, 07795615514 or 07956049912.

In person to any of Shaw’s Carpentry and Construction Limited Management or Office staff at 4 Glebe Gardens, Grove, Oxfordshire OX12 7LX

Receiving Complaints 

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have. 

Complaints received by telephone or in person need to be recorded. 

Complaints procedure

The person who receives a phone or in person complaint should: 

·Write down the facts of the complaint 

· Take the complainant's name, address and telephone number, and the relationship to Shaw's Carpentry and Construction. 

· Tell the complainant what will happen next and that we aim to get in touch within 48hours. 

·Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words. 

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

All complaints will be passed to the Company Director, who will reply to the complainant within 48 hours upon receiving the complaint. 

All complaints are logged into the complaints log, along with any notes and findings from the Company Director. 

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond. 

The acknowledgement from the Company Director should say who is dealing with the complaint and when the person complaining can expect a reply. 

A copy of this complaints procedure should be attached. 

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. 

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. 

Further Investigations 

Ideally complainants should receive a definitive reply within two weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. 

The decision taken at this stage is final, unless the Directors decides it is appropriate to seek external assistance with resolution. 

Variation of the Complaints Procedure 

The Directors may vary the procedure for good reason. This may be necessary to avoid a conflict of interest.

Monitoring and Learning from Complaints 

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.