Adopted on ………………9/5/2011………………………..
We aim to resolve complaints as quickly as possible and believe that, in most cases, complaints can be resolved informally. As such please contact us as soon as possible if you have a grievance.
If you contact us by telephone or in person, make a note of the person you have spoken to.
Make a note of any resolution offered immediately and whether you are satisfied with the outcome.
If you are not happy with the resolution offered, you may take the complaint to the formal stage.Stage 2.
Record your complaint in writing and send to In2gr8ted Solutions Ltd, 25 Cuerdale Lane, Walton le Dale, Preston PR5 4BJ
You will receive an acknowledgment within 3 working days of receipt of your written complaint.
Please include your telephone number and e mail address. We may contact you by telephone to ensure that we have understood your complaint properly.
Your complaint will be recorded in our complaints' log, and assigned for investigation
You will receive a detailed response within 13 working days of receipt of your complaint, unless the investigation takes longer, which may involve a site visit.
In which case you will receive a progress report and an expected date for when you will receive a final reply. This will be no longer than 14 working days later.Stage 3.
If you are unhappy with the resolution you may refer your complaint to our Consumer Code by writing to HIES at Astley House, 29 Queens Road, Chorley, Lancashire PR7 1JU or firstname.lastname@example.org
HIES will arrange for a mediator/conciliator to investigate your complaint and seek to broker an agreed resolution. Mediation and Conciliation are voluntary dispute resolution processes, that may require an Independent Expert report. This service is entirely free to you.Stage 4.
If Mediation and Conciliation do not reach a resolution you may take your complaint to The Ombudsman, who will investigate the case independently and reach a binding resolution. A brochure detailing “HOW THE OMBUDSMAN INVESTIGATES COMPLAINTS” is available on request. You are entitled to approach Ombudsman Services at any time during the complaints process, if you are unhappy with progress.
You may do this by writing to Ombudsman Services Home Improvement at PO Box 1124, Warrington WA4 9GH or email@example.com