Midland Garage Conversions
Company Complaints Procedure
We pride ourselves on extremely high standards and always endeavour to exceed all our customers’ expectations. However, there may be some occasions where a customer feels they have a reason to complain. We hope to rectify the situation as soon as possible.
The purpose of an effective complaints procedure is to ensure that all complaints or comments are handed efficiently, quickly and enable any issues to be resolved without any delay.
We collect and analyse the information gained from complaints and comments centrally. This ensures that our business is kept informed and ensures continuous improvement.
The manager responsible for quality, Scott Leedham has the ultimate responsibility for this procedure.
However, if the complaint relates directly to Scott Leedham then Claire Pigeon will take responsibility for investigating and resolving the complaint to ensure impartiality.
How Are Complaints Received
Complaints can be received through telephone, electronic mail, postal mail and through our website. All complaints should be marked for the attention of Mr. S Leedham who is the company’s quality director.
Complaints can also be made verbally. If a verbal complaint is made and it can be resolved within 2 working days then we do not require it in written format and consider the complaint resolved. We will however record a summary of the complaint and outcome on our learning log in order that we can look for patterns and make continuous improvements from the feedback.
On receipt of a written complaint, our quality director will contact you to personally handle the complaint and will only pass on details of the complaint to the individual should you request. We will write to you, either in paper or electronic form (whichever is your preference) giving a summary of your complaint and our first response within 5 working days.
If you are happy with this outcome then we will consider the complaint closed and update our systems accordingly.
If you are not satisfied with this outcome then you have 14 working days to respond and we will consider your response. We will then send you a final response within 14 days of the receipt of your letter.
It is company policy that until the complaint is closed out the quality director (or substitute if it is regarding the quality director) will be in sole charge of ensuring that the complaint is dealt with.
Storing Information Relating to A Complaint
On resolution of a complaint all details relating to it will be destroyed, however a small summary of the complaint will be recorded on our system as part of our quality procedures to assist with continuous improvement of our company.
Where to Send Complaints
Please forward all complaints and comments to:
Mr S Leedham
Midland Garage Conversions (Midlands) Limited
Or Forward Your Electronic Mail to:
Or contact us here
Alternative Dispute Resolution
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution.
In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact them on 0117 981 2929 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/