Complaints Policy

COMPLAINTS HANDLING POLICY

COMPLAINTS HANDLING POLICY Business Name: Spence Roofing – Lead Work Specialists Email: info@spence-roofing.co.uk Our Complaints Policy We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This helps us to improve our standards. If you have a complaint, please contact us in writing with full details of the issue. It is important that we receive complaints in writing so we can fully understand what has gone wrong. What Will Happen Next? 1. Within 3 working days of receiving your complaint, we will acknowledge receipt by email or letter and provide a copy of this complaints procedure if you have not already received one. We will then investigate the complaint. 2. Within 10 working days of our acknowledgement, if you wish, we will arrange a meeting to discuss and try to resolve the complaint. This meeting can take place in person or over the telephone. 3. Within 3 working days of any meeting, we will write to you confirming what was discussed and any solutions that have been agreed. 4. Within 15 working days of our initial acknowledgement, if a meeting is not requested or not possible, we will provide a detailed written response to your complaint, including our proposed resolution. 5. If you are not satisfied with our response, you should contact us again and we will pass the details to Edinburgh Trusted Trader for further review. 6. If the complaint cannot be resolved at this stage, we will write to you confirming our final position. You may then refer the matter to the Trusted Trader Ombudsman. Details will be provided in our final correspondence. 7. We will do our best to meet the timescales set out above. If we need to change any timescales, we will inform you and explain the reason.

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