1. Purpose
At Joel Wood Electrical LTD, we strive to provide high-quality electrical services and maintain excellent customer satisfaction. This Complaints Policy outlines how we handle concerns or complaints to ensure they are dealt with fairly, efficiently, and professionally.
2. Scope
This policy applies to all customers, clients, and members of the public who wish to raise a complaint regarding our services, staff, or conduct.
3. Definition of a Complaint
A complaint is any expression of dissatisfaction about our service, conduct, or any aspect of our operations, whether justified or not.
4. Our Commitment
We will:● Treat every complaint seriously and with respect.● Aim to resolve complaints quickly and fairly.● Keep all complaints confidential and secure.● Use feedback to improve our services.
5. How to Make a Complaint
Complaints can be submitted via:● In Writing:Joel Wood Electrical LTDLittlefieldDyers LaneTauntonTA2 8BY
● Email: moc.dtllacirtceledoowleoj%40leoJ
● Phone: 07444 758189
● In Person: By arranging an appointment.
6. Complaints Procedure
Step 1 – AcknowledgmentWe will acknowledge your complaint within 3–5 working days of receiving it.
Step 2 – InvestigationWe will investigate your complaint thoroughly, which may involve gathering further information from you and any staff involved. We aim to complete this within 10–15 working days.
Step 3 – ResponseYou will receive a written or verbal response explaining the findings of our investigation, any steps taken to resolve the issue, and any changes implemented as a result.
Step 4 – AppealIf you are not satisfied with the outcome, you can appeal in writing within 10 working days. The appeal will be reviewed by a senior member of the team or an independent third party.
7. Confidentiality
All complaints will be handled confidentially. Personal information will only be shared when necessary to resolve the complaint and in accordance with data protection laws.
8. Monitoring and Review
Complaints are logged and reviewed regularly to identify trends and areas for improvement. This policy will be reviewed annually or sooner if needed.
Contact Information
Joel Wood Electrical LTDLittlefield, Dyers LaneTaunton, TA2 8BY
Phone: 07444 758189Email: moc.dtllacirtceledoowleoj%40leoJ