1. Purpose:

This policy outlines the procedure for handling complaints to ensure they are dealt with promptly, fairly, and consistently.

2. Scope:

This policy applies to all complaints from customers, clients, employees, or stakeholders.

3. Policy Statement:

We are committed to providing high-quality services. Feedback, including complaints, is welcomed as an opportunity to improve.

4. Responsibilities:

• Management: Ensure the policy is implemented effectively.
• Staff: Follow the complaints procedure and treat complainants respectfully.

5. Complaints Procedure:

• Step 1: Submission: Complaints should be submitted in writing, via email, post, or through our online contact form.
• Step 2: Acknowledgement: Complaints will be acknowledged within 5 working days.
• Step 3: Investigation: A designated officer will investigate the complaint thoroughly.
• Step 4: Response: A formal response will be provided within 20 working days of acknowledgment.
• Step 5: Appeal: If the complainant is unsatisfied, they may appeal, and the complaint will be reviewed by a senior manager.

6. Confidentiality:

All complaints will be handled confidentially, with information shared only with those directly involved.

7. Continuous Improvement:

Complaints will be reviewed periodically to identify trends and areas for improvement.

8. Contact:

The contact email address for complaints is info@highspecwc.co.uk

This policy will be reviewed annually.