COMPLAINTS POLICY
Introduction
Kgp Roofing & Construction Limited aim to provide the highest standard of workmanship and customer service. We are continually striving to maintain our 5* service as well as improve on our services where possible. Customer feedback is very important to us and we value any
suggestions you may have for us moving forward. The information gained from customer complaints and feedback enables us to ensure continuous improvements to the services in which we offer.
This procedure outlines the aims of the business when dealing with complaints and sets out what the customer can expect.
Our policy is:
To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
To make sure everyone at Kgp roofing knows what to do if a complaint is received.
To make sure all complaints are investigated fairly and in a timely way.
To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
To gather information which helps us to improve what we do.
To handle complaint information sensitively, telling only those who need to know and following any relevant data protection requirements.
HOW TO COMPLAIN
We request that all complaints are put in writing via email to: info@kgproofing.co.uk or by post addressed to:
The General Manager
KGP Roofing & Construction Limited
Unit 7, Monks way. Industrial Estate. Lincoln. LN2 5LN.
Tel: 01522 512559
E-mail: info@kgproofing.co.uk
www.kgproofing.co.uk
Company Registration: 12701135
TIME LIMIT
We ask that a complaint be made no later than 6 months after the date the event occurred or, if later, the date that the complainant became aware of the event.
The time limit will not apply if Kgp roofing & construction Limited is satisfied that the complainant has good reason for not making the complaint within the time limit and despite the delay, it is still
possible to investigate the complaint fairly and effectively.
COMPLAINT PROCESS
We shall aim to acknowledge your complaint within five working days and offer you the opportunity to discuss your concerns face to face.
Any complaints will be dealt with fairly, efficiently and in a consistent manner throughout.
If your complaint is regarding a member of staff it will be fully investigated by talking to the team/team members involved and taking any necessary action. However, if, as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will then be informed that disciplinary procedures have taken place,
but as these are confidential, you will only be informed of any outcome outside of these procedures.
If your complaint is regarding the works carried out the customer shall afford the company and its insurers the opportunity of inspecting such works and carrying out any remedial works if appropriate.
You will receive a response to your complaint within 28 working days of its receipt. If for any reason it is not possible to deal with your complaint during this period, we shall write to you with the reason for this delay.
This does not affect the customers’ rights to remedy under the Consumer Rights Act 2015.
Kgp roofing & construction limited is a limited company registered in England & Wales.
Company No: 12701135
Registered Address: Unit 7 Monks Way, Industrial Estate. Lincoln. LN2 5LN.