ColeRoberts Ltd Complaints Policy
This Policy
This policy explains how:
- you, the customers, can raise a complaint about our services; and
- how we will deal with complaints.
We will always aim to provide high-quality services and to provide a high standard of customer care. We recognise however that sometimes we may not get things right. It is therefore important that you can raise any issues or complaints with us.
How to Make a Complaint
If you would like to make a complaint, you can do so via any of the following methods:
- Telephone – You can complain via telephone on: 01509 231 310
- Email – You can complain via email to: admin@coleroberts.co.uk
Information
Please include the following information in your complaint:
- Your full name
- Your contact details (telephone and email)
- The fact that you are raising a complaint
- Any relevant dates and times which are relevant to your complaint
- The type of services we have provided to you
- Any order or reference numbers we have provided to you
- A key summary of the problem or problems you have experienced and why the services were not satisfactory.
What to Expect
- Complaints will be processed and looked at during these business hours:
- 9am to 3pm Monday to Friday
- Complaints will be dealt with by your sales person or line manager. Hereafter referred to as – complaints manager.
Acknowledgement
We will acknowledge your complaint within 2 business days of our receipt of it.
Investigation
Our complaints manager will then conduct a thorough investigation into your complaint. Our complaints manager may need to contact you in order to obtain further details during the investigation.
Response
A response to your complaint will ordinarily be provided to you via email.
Once we have acknowledged your complaint, our complaints manager will ordinarily provide the full response within 14 business days. Sometimes, the investigation may take longer. If this is the case our complaints manager will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter.
Our complaints manager may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:
- A full refund
- A partial refund
- Provision of the services again
We will offer the solution which our complaints manager judges is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate.
If our complaints manager does not agree with your grounds of complaint, you will be provided with full details to explain why this is the case. If you are unhappy with this decision you may wish to progress matters externally (see below).
Other Options
We hope that we will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other avenues.
We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved in this manner, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.
Please contact us if you wish to invite us to engage in any method of Alternative Dispute Resolution. Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.
