COMPLAINTS PROCEDURE

At Blue Stone Conservatory Cleaning Ltd we strive to provide a first class service to all our customers. However, there may be an occasion when you are not happy with the service that you have received.
This procedure includes all products and services provided by Bluestone Conservatory Cleaning LTD. It applies to all managers, employees and franchisees.
It is not intended to preclude external bodies from becoming involved in exchanges of correspondence or verbal discussion where such action is considered to be materially relevant to any investigation into a complaint and its outcome.
This Complaints Procedure sets out the stages and timescales involved in handling any complaint or expressions of dissatisfaction.
We promise to maintain records of complaints made so that regular reviews can be produced for internal and external monitoring and produce a clearly defined procedure which enables any customer to feel confident in making a complaint or expression of dissatisfaction.
For the purpose of this procedure a Customer is any person that has been in receipt of any of our products or services or someone acting on a customer’s authority can make a complaint or expression of dissatisfaction. Anonymous complaints received by the company will be acted upon at the discretion of the Directors. Our Complaints procedure does not affect a customer’s statutory rights as a consumer.
How to Complain or Express Dissatisfaction
A customer or their representative wishing to make a complaint can do so in writing to the head office.
Blue Stone Conservatory Cleaning LTD
2 Maryhill Close
Treeton
Rotherham
S60 5UT

How Complaints are Handled
Complaints received will be acknowledged in writing within 5 working days. This acknowledgement will include information as which employee will be dealing with the complaint.
All complaints are recorded on our company database on the customer’s unique record.
An attempt will be made to deal with complaints within 14 days of receipt, coming to a quick, informal and mutually agreeable resolution by an appropriate manager or employee.
If a complaint has not been resolved or the complainant is still dissatisfied following the initial visit it will be investigated formally.
The Company Director will make further investigations and aim wherever possible for a resolution or full response in writing within 14 days from the previous communication.
Further verbal and written communications may follow the afore mentioned 14 day period including possible site visits until a mutually satisfactory resolution is reached. Records will be kept at all times during this stage on.
If the complainant still remains dissatisfied we may involve outside agencies. If we choose to move in this direction the results and communications and any records of appointments between the complainant and Bluestone Windows LTD will be forwarded to the outside agency so that they are made fully aware of the history of the complaint.