OUR AIM
This policy explains how our clients can raise concerns or complaints about the services we provide. Concerns raised by employees are covered under our separate Grievance Procedure.
As a Company we are committed to providing a quality service to its clients and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients, and in particular by responding positively to complaints.
Therefore, we aim to ensure that:
• making a complaint is as easy as possible;
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
• we deal with it promptly, politely and, when appropriate, confidentially, sharing information only with those who need to know in order to investigate and resolve the issues;” and then add a separate line: “We will never treat you less favourably or withdraw services simply because you have raised a concern or made a complaint.
• we respond in the right way – for example, with an explanation, or an apology where we have got things wrong and with information on any action taken etc; and
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.
We recognise that many concerns will be raised informally and can be dealt with quickly through direct communication with the member of staff on site or your usual contact. Wherever possible, we will try to resolve issues at this stage.
If your concern cannot be resolved informally, or you would prefer to make a formal complaint from the outset, the formal complaints procedure set out below should be followed.
HOW TO MAKE A COMPLAINT
If you are unhappy with any part of our service, please tell us as soon as possible so we can put things right. You can make a complaint by:
• speaking to Jason Schellenberg when on site;
• calling us on +447919344450; or
• emailing us at enquiry@oilcanfinish.com or writing to Oilcanfinish Outdoor Living, 60 High Street, Wimbledon Village, London, SW19 5EE.
Please tell us what has happened, when it took place and how you would like us to resolve the issue.
What will happen next
We will:
• acknowledge your complaint within [3] working days;
• investigate the issues raised, which may involve speaking to the staff involved and reviewing relevant paperwork; and
• aim to provide a full written response within [10–14] working days. If we need longer, we will let you know and explain why.
If you remain unhappy after receiving our response, you can ask for a further review by Jason Schellenberg, who will look at your complaint again and provide a final written outcome.