Customer Complaints Policy
1. Introduction
At SEHPS, we are committed to providing high-quality services and products to our customers. However, we understand that there may be occasions when our customers feel dissatisfied with the service they have received. This policy outlines our approach to handling customer complaints to ensure they are resolved promptly and fairly.
2. How to Make a Complaint
Customers can make a complaint in the following ways:
- In Writing: Send a detailed description of the complaint to our office address.
- Email: Send an email to info@sehps.co.uk with the subject line “Complaint.”
- Phone: Call our customer service team at 01738 310 426 during business hours.
3. Information Required
To help us investigate and resolve the complaint efficiently, please provide the following information:
- Your name and contact details
- A clear description of the complaint
- Any relevant documents or evidence
- Details of what you would like us to do to resolve the issue
4. Acknowledgement of Complaints
We will acknowledge receipt of your complaint within 5 working days. This acknowledgement will include the name and contact details of the person handling your complaint.
5. Investigation and Resolution
We aim to investigate and resolve all complaints within 14 working days. During this time, we may contact you for further information or clarification. Once the investigation is complete, we will provide you with a written response outlining our findings and any actions we will take to resolve the issue.
6. Escalation
If you are not satisfied with the resolution provided, you can escalate the complaint to a senior manager. Please contact us in writing or by email, stating that you wish to escalate the complaint.
Additionally, you have the right to escalate your complaint to an external body. Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, this can be done through an alternative dispute resolution body. For more information, please visit this link. https://www.recc.org.uk/consumers/how-to-complain
7. Continuous Improvement
We take all complaints seriously and use them as an opportunity to improve our services. We regularly review and analyse complaints to identify trends and areas for improvement.
8. Contact Us
For any questions or further information about our complaints policy, please contact us at 01738 310 426 or info@sehps.co.uk.
