Complaints Policy

Customer Complaints Policy

At Deerness Fencing and Landscaping ltd, We believe that if a customer wishes to file a complaint or expresses dissatisfaction, it should be easy for them to do so. Deerness Fencing and landscaping Ltd policy to receive complaints and consider them as an opportunity to learn, Adapt improve and provide a better service

In addition, a quick resolution of complaints, in a way that respects and values the person’s feedback, can be one of the most important factors in recovering the person’s confidence in the service offered by the company. It can also help prevent further escalations of the complaints. A responsive, Efficient, Effective, fair compliant management system can assist an organization to achieve this.

The purpose of this policy is to ensure that complaints are handled properly and that all customer’s complaints or comments are taken seriously. This organization expects staff at all levels to be committed to fair, effective and efficient complaints handling.

The Purpose

This policy is intended to ensure that Deerness Fencing and Landscaping Ltd handle a complaint fairly, Efficiently and Effectively. The company’s objective is to ensure that its complaints procedure is properly and effectively implemented and that complainants feel confident that their complaints and worries are listened to and acted upon promptly ad equitably.

Our Complaints Management system aims to:

• Allow us to respond to questions raised by people who file complaints in a timely and cost-effective manner.
• Increase Customer confidence and satisfaction. In our administrative process, and
• Provide information that we can use to improve our services, personnel, and complaints handling.

The policy provides guidance to staff and to individuals who wish to file a complaint about the key principles and concepts of our management system.

The Scope

This policy applies to all staff receiving or managing complaints from customers made to or about us, regarding our products, services, staff and complaint handling.

What is a Compliant?

A Complaint is any expression of dissatisfaction about the product/Service offered by Deerness Fencing and Landscaping Ltd or its staff or the action of lack of action taken regarding operations, facilities or services provided by Deerness Fencing and Landscaping Ltd or by a person on or body acting on behalf of Deerness fencing and Landscaping Ltd.

A formal complaint means a complaint that has not been successfully resolved through the complaints management process as outlined in this policy. The complainant has chosen to formalize the complaint by completing a complaint form.

An informal complaint means a complaint that has been received by Deerness Fencing and Landscaping ltd, by telephone, Email, Regular mail or in person, which has not been submitted on a complaint form.

All non-anonymous complaints filed necessitate a response.

Complaints System

A. Oral Complaints

• • Deerness Fencing and Landscaping Ltd Employee who receives a verbal complaint should try to resolve the issue immediately if possible. If staff cannot resolve the problem immediately, They should offer to refer it to the Compliant manager for a solution. The complaints manager will be the named person who deals with the complaint throughout the process. When staffs or managers receive an oral complaint, both should listen sincerely to the concerns raised by the complainants. Any contact with the complainant must be polite, courteous, and sympathetic. At all times, Staff and managers must remain calm and respectful.
  • If the proposed action plan is not acceptable to the complainant, the staff member or manger should ask the complainant to make his or her complaint in writing to Deerness Fencing and Landscaping Ltd and provided evidence of the complaint for investigation.
  • In Both Situations details of the complaint should be logged and recorded on complaints form which will be provided to the complainant.

B. Written Complaint

• • When a complaint is received in writing, it must be forwarded to the designated complaint manager, who must enter it in the Complaints register and send an acknowledgement receipt within 5 working days to establish a relationship of confidence with the person who filed the complaint.
  • If necessary, further clarification should be obtained from the complainant, if the complaint is not made by the customer but on his behalf, the customer’s consent preferably in writing, must be obtained in advance from the customer
  • After receiving the complaint letter, a copy of the complaint procedure must be given to the customer, clearly explaining to the complainant the complaint process, The time it can take and realistic expectations
  • Immediately on receipt of the complaint Deerness Fencing and Landscaping should raise an investigation and within 28 working days should be in a position to provide a full explanation to the complainant either in writing or by arranging a meeting with the individuals concerned.
  • On completion of the investigation and meeting with the complainant the complaint should be resolved within 5 working days of the meeting. Once resolved the resolution should be logged on the complaints log against the original complaint along with any documentation