A E Insulation recognises the importance of customer complaints and welcomes complaints as a valuable form of feedback about its services. The Company is committed to using the information it receives to help drive forward improvements.
This procedure outlines the aims of the Company in dealing with complaints and sets out what you as the customer can expect when making a complaint regarding the Company service.
A complaint is a way of letting the Company know that you are not happy with a particular service. We welcome your feedback. A complaint may be about delay, lack of response, discourtesy, failure to consult or about the standard of service you have received.
So please let us know if:
- you think we have done something wrong
- we have not carried out something that we said we would
- you are not satisfied with a particular service that we provide
You can complain in person at the office. You can telephone, fax or email your complaint using the contact details provided.
We understand that it might be difficult for you to complain. Please be assured that we treat all complaints against the Company in the strictest confidence, and that it is your right to complain.
If you do not provide us with a contact name or address, it will not be possible for us to get back to you with the outcome of the investigation.
You may wish to ask someone to help you in making a complaint. This person is called an advocate. It is up to you who you appoint to be your advocate. It could be a friend, relative, someone you trust or a voluntary agency.
Once you have appointed an advocate, we will be dealing directly with them until the investigation into your complaint is completed. It is your right to inform the Company that you no longer wish to complain to us via your advocate at any stage during the investigation.
How We Will Deal With Your Complaint
Contact the manager responsible with regard to your problem. If you are not sure who to contact then one of the Customer Services team will be happy to help.
If you are not satisfied with the way your complaint has been dealt with, please complete a complaints form and return it to the Customer Services team at the Companies Offices. You should receive an acknowledgement within two working days of receipt and a full reply within ten working days.