At Smartplumbers, we strive to provide the highest level of service to our valued customers. However, we understand that there may be occasions when you are not completely satisfied with our services. We take customer feedback seriously and are committed to resolving any issues promptly and effectively. To ensure a smooth and fair process for handling complaints, we have established the following procedure:
- Contacting us:
If you have a complaint or concern, please email us at firstname.lastname@example.org. This dedicated email address is specifically monitored for complaints and will ensure that your concern reaches the appropriate department.
- Provide necessary details:
When emailing your complaint, please include the following information to help us investigate and address the issue effectively:
– Your full name and contact information.
– A clear and concise description of the complaint, including any relevant dates, times, or specific incidents.
– Any supporting documentation or evidence that may assist in understanding and resolving the issue.
– Your preferred method of contact (email, phone, or postal mail) and the best time to reach you.
- Acknowledgment of your complaint:
Upon receiving your complaint, we will promptly acknowledge the receipt of your email. This acknowledgment will include an estimated timeframe for our initial response. We aim to acknowledge complaints within [X] business days.
- Investigation and resolution:
Our dedicated team will thoroughly investigate your complaint, taking into account all relevant details provided. We may need to contact you for additional information or clarification during this process. We endeavor to provide a resolution as quickly as possible, keeping you informed of the progress along the way.
- Communication of the outcome:
Once our investigation is complete, we will communicate the outcome of your complaint in writing. This will include a summary of our findings and any actions taken or proposed to address the issue. If a resolution requires additional time, we will inform you of the revised timeframe for resolution.
If, after receiving our response, you feel that your complaint has not been adequately addressed, you have the option to escalate the matter. Please specify your concerns and reasons for escalation, and we will ensure that your complaint is reviewed by a higher level of management.
- Continuous improvement:
At Smartplumbers, we view every complaint as an opportunity to improve our services and customer experience. Your feedback is invaluable to us, and we will use it to identify areas where we can make positive changes to prevent similar issues from occurring in the future.
Please note that all complaints will be handled confidentially and in accordance with applicable data protection laws and regulations.
We are committed to resolving any issues promptly and ensuring your satisfaction with our services. Thank you for bringing your concerns to our attention, and we appreciate your patience throughout the complaints process.
If you have any questions regarding our complaints procedure, please do not hesitate to contact us at Management@smartplumbers.co.uk.