Complaint handling Mechanism

Our procedure includes the following steps.

1 - Listen to the complaint

Thank the customer for bringing the matter to our attention. Apologies are given at first instance. 

2 - Record details of the complaint

We go through the complaint in detail so we can understand exactly what the problem is. Keep records of all complaints in one central place or register. It helps to identify any trends or issues.

3 - Get all the facts

Check that we have understood and recorded the details of the complaint correctly. Ask questions if necessary.

4 - Discuss options for fixing the problem

Ask the complainer what response they are seeking; it could be a repair, replacement, refund or apology. Decide if the request is reasonable.

5 - Act quickly

Aim to resolve the complaint quickly.

6 - Keep your promises

Keep the complainer informed if there are any delays in resolving their request.

7 - Follow up

Contact the customer to find out if they were satisfied with how their complaint was handled.