COMPLAINTS PROCEDURE PYRAMID SOLUTION SOUTH EAST LTD.
Effective date: 01/09/2016
We always endeavor to provide the best service and products for our Customers. However, on rare occasions, we recognize that there may be time where our Customers may not be completely satisfied.
To ensure that we are able to put things rights as soon as we can, please read our Complaints Procedure below:
1. HOW TO REGISTER YOUR COMPLAINT
1.1.Complaints can be lodged in either one of the two methods listed below, please ensure to include your full name, address, telephone number and email address where possible. Please also ensure to include details of the service provided and date carried out.
1.2.Via email: email@example.com
1.3.In writing: Pyramid Solution South East Ltd Fortis House 160 London Road Barking Essex
2. ACKNOWLEDGEMENT AND RESOLUTION
We will acknowledge receipt of your complaint with 48 hours of receipt and respond to your complaint via email or letter within 14 days explaining our proposal for a resolution. If deemed possible one of our senior managers may contact you by telephone to try and resolve the matter more swiftly and efficiently.
3. NOT ACHIEVING AN AGREEABLE RESOLUTION
If you are not happy with the resolution offered above, you have the right to complain again using the same procedure. On receipt we will escalate the matter further and revert back to you within 14 days with what we would deem to be our final offer of a resolution.
4. ESCALATING THE COMPLAINT FURTHER
In the event the matter could not be resolved after the second attempt we request for you to inform us in writing within 48 hours of receipt of response that you wish to escalate the matter further. On receipt we will provide you the contact details of the relevant accreditation body who may be able to assist with the grievance further.
5. ADDITIONAL REQUIREMENTS:
5.1.All complaints should be registered within 72 hours of completion of the work.
5.2.Complaints received that have not followed this complaints procedure will not be investigated.
5.3.No refunds or partial refunds will be offered until both parties agree with the resolution
5.4.We reserve the right to cancel or prohibit completion of other services to the client until a resolution has been reached.