COMPLAINTS PROCEDURE POLICY

BUILDINGS AND TRUST

1. Introduction

The purpose of this Complaints Procedure is to ensure that any concerns or complaints from customers regarding Building and Trust house clearances are handled effectively and professionally. We are committed to resolving complaints in a timely and fair manner.

2. How to Submit a Complaint

Complaints can be submitted in one of the following ways:

• Email: Send an email to info@buildingsandtrust.co.uk
• Online Form: Complete the complaint form on our website[https://buildingsandtrust.co.uk/complaints-procedure-buildings-and-trust.

When submitting a complaint, please provide the following details:

• Full name and contact details.
• A detailed description of the issue.
• The date the service was provided.
• Any relevant documentation or evidence (e.g., photos, invoices).

3. Acknowledgment of Complaint

Upon receiving the complaint, we will acknowledge receipt within [10] business days, either via phone or email. We may request further information to fully understand the issue and ensure that we can resolve it appropriately.

4. Investigation of Complaint

Once the complaint has been acknowledged, we will begin an investigation. This process includes:

• Reviewing all relevant details of the clearance work, including dates, personnel involved, and the scope of the service.
• Gathering any additional information if needed from both the complainant and the team who provided the service.
• Identifying any mistakes, discrepancies, or issues related to the clearance process.

5. Resolution

We will aim to resolve the complaint within [10] working days. Possible outcomes may include:

• Offering a formal apology.
• Correcting any mistakes (e.g., redoing certain aspects of the clearance).
• Offering compensation or a discount if the complaint is upheld.

If the complaint cannot be resolved within this timeframe, we will keep the complainant updated on the progress and provide an estimated date for resolution.

6. Escalation

If the complainant is not satisfied with the resolution offered, they may escalate the issue. This can involve:

• Requesting a review of the decision by a senior manager or director.
• Engaging an independent mediator to help resolve the dispute.

7. Follow-Up

Once the complaint has been resolved, we may contact the complainant to ensure that they are satisfied with the outcome and gather feedback on the process. This is part of our commitment to improving services and preventing future complaints.

8. Record Keeping

We will keep a record of all complaints and resolutions for internal purposes and to help improve our services.

This process ensures transparency and accountability, and we strive to address all complaints professionally and efficiently.