Complaints

Complaints Process

This complaints process is designed to be prompt, fair, and transparent. It should show the client that their concerns are taken seriously and that the business is committed to resolving any issues.


· Complaint receipt:
When a client makes a complaint, it should be received with empathy and understanding. The complaint could be received through phone, email, or in writing. A member of staff should listen carefully to the complaint and take down all the necessary details including the date and time, the type of complaint, and the client’s name and contact information.

· Acknowledgment of complaint:
The client should be notified that their complaint has been received and is being investigated. The acknowledgement should be done promptly, preferably within 24 hours of receiving the complaint. This can be done through email, phone or in writing. The client should be given an approximate timeline of when the complaint will be resolved.

· Investigation of complaint:
The complaint should be thoroughly investigated to determine the root cause of the issue. The investigation should preferably be done by a senior member of staff who was not involved in the PAT testing process. They should try to identify any underlying issues that could have led to the complaint.

· Resolution of complaint:
Once the investigation is complete, a resolution should be proposed to the client. This may involve offering a partial or full refund, arranging a complimentary PAT test, or addressing the underlying issue that led to the complaint. The proposed resolution should be communicated to the client as soon as possible.

· Follow-up:
After the complaint has been resolved, a follow-up should be conducted to ensure the client is satisfied with the resolution. This can be done through email, phone or in writing. The follow-up should also include an apology for the inconvenience caused by the issue (if applicable).

· Record-keeping:
All complaints should be recorded and kept for future reference. This will help the business to identify any recurring issues and take steps to prevent them in the future.

· Continuous improvement:
The complaints process should be regularly reviewed and improved to ensure it remains effective. The feedback from complaints can be used to improve the quality of the service and prevent similar issues from occurring in the future.