We are commited to ensuring that complaints will be investigated quickly, fully and fairly. Our custmores must be confident that we take complaints seriously and feel that they are able to make a complaints seriously and feel that they are able to make a complaint with ease that during any investigation, our customers are listened to, respected and kept informed at all times. Any deficiency in our working practices found following the investigation of a complaint will be acted upon as soon as possible.
The majority of matters can be dealt with as they arise by the staff concerned. However where a complaint is not resolved in this way the matter will be brought to the attention of (NAME).
A record will be made of the complaing and (NAME) will, with the assistance of any other relevant member of staff, address and resolve the problem, completing the complaints log at that time.
A written acknowledgement of the receipt of the complaint will be send to the customer within 3 working days, then a full response as soon as is practicably possible following the investigation process.
A record will be kept of all complaints wich will include full details of the investigation and any action taken.
The following information will be recorded:
If the complainant is not satisfied with the resolution offered, they will be advised to put the complaint in writing to Trading Standards, Civic Centre, Plymouth, PL1 2AA