Complaints Policy

Taskforce Maintenance ltd Complaints Policy

Purpose:

At Taskforce Maintenance Ltd, we are committed to providing excellent service to our customers. We recognise that there may be occasions when our customers are not completely satisfied with our services. This Complaints Policy outlines our commitment to addressing and resolving customer complaints in a fair, transparent and timely manner.

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Complaints Handling Process:

1. Reporting a Complaint:

Customers are encouraged to report any complaints as soon as possible. Complaints can be submitted via:

• Phone: 01243 370880

• Email: [email protected]

• In-person at our office: Unit 9B The Old Flour Mill, Queen Street, Emsworth. PO10 7BT

• Through our website contact form: taskforceheatingandplumbing.co.uk

2. Acknowledgment:

Upon receiving a complaint, Taskforce Maintenance Ltd will acknowledge it within 5 business days. The acknowledgment will include details of the person handling the complaint and an estimated timeline for resolution.

3. Investigation:

Our team will thoroughly investigate the complaint to understand the issues raised. This may involve gathering additional information from the customer, reviewing relevant documentation and consulting staff involved in the service delivery.

4. Resolution:

We are committed to resolving complaints promptly. Once any investigation is complete, we will communicate, and provide the resolution to the customer within 28 days. This may include:

• Offering a solution to address the complaint within 28 days.

• Providing a clear explanation if the complaint is not upheld.

• Implementing corrective actions to prevent similar issues in the future.

5. Feedback and Follow-up:

We value customer feedback and will follow up with the customer to ensure their satisfaction with the resolution. If additional steps are needed, we will outline the next course of action and provide a timeframe for completion.

6. Escalation Process:

If a customer is dissatisfied with the resolution provided, they may request further review by escalating the complaint. Escalations can be directed to the Managing Director, Matthew Bowns.

Continuous Improvement:

Taskforce Maintenance Ltd is committed to continuous improvement. All complaints are documented and analysed to identify trends and areas for enhancement in our services. This information is used to implement changes and training which contribute to the overall improvement of customer satisfaction.

Alternative Dispute Resolution:

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

Contact Information:

For any inquiries regarding our Complaints Policy, please contact: Carla Bateman, Office Manager

Last Reviewed: 28 January 2024 RSB