Contractors Support Limited’s Complaints Policy
Our Contact Details
We are Contractors Support Limited (Company Number: 10490477) whose registered office is at Suite 125 Imperial Court, Exchange Street East, Liverpool, England, L2 3AB (“We/Us/Our”). You can contact us by email at Assist@ContractorsSupport.co.uk or by telephone on 0151 440 2087 and you can find our website at www.contractorssupport.co.uk (“Our Site”).
Overall responsibility for this Complaints Policy and the implementation of it lies with the directors and will be regularly reviewed and updated as necessary.
We welcome and encourage feedback of all kinds from our customers. If
you have a Complaint about our services, our customer service, or about
our employees, agents and/or subcontractors, not only do we want to
resolve it but we also want to learn from it in order to improve our
business and customer experience in the future.
- What this Complaints Policy Covers
2.1 This Complaints Policy applies to the provision of services by Us, to our customer service and to our employees, agents andsubcontractors.
2.2 Complaints may relate to any of our activities but the following are not considered to be Complaints and should therefore be directed to the appropriate person:
2.2.1 General questions about our services;
2.2.2 Matters concerning contractual or other legal disputes;
2.2.3 Formal requests for the disclosure of information, for example, under applicable legislation.
- Making a Complaint
2.1 All complaints, whether they concern our services, our customer service, or our employees, agents and/orsubcontractors, should be made, in writing, using the contract details set out above.
2.2 When making a complaint, you will be required to provide the following information in as much detail as is reasonably possible:
2.2.1 Your name, address, telephone number and email address
stating your preferred method of contact;
2.2.2 any other person’s name that you are complaining on behalf of and their contact details as well as your own;
2.2.3 any relevant reference or invoice number;
2.2.4 details of any relevant employee, agent and/or subcontractor of ours, the name and, where appropriate, position of that employee, agent and/orsubcontractor;
2.2.5 Further details of your complaint including, as appropriate, all times, dates, events, and people involved;
2.2.6 Details and copies of any documents or other evidence you wish to rely on in support of your complaint;
2.2.7 Details of what you would like Us to do to resolve your complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)
- How We Handle Your Complaint
3.1 We operate a two-stage complaints handling procedure through which our aim is to always resolve complaints at the first stage of our complaints procedure (“Level One”) without further recourse to the second stage of our complaints procedure (“Level Two”). If you are not satisfied at the end of Level One, you may escalate your complaint to Level Two.
3.2 Level One:
3.2.1 Upon receipt of your written complaint, a manager will log the complaint in our complaints register and will acknowledge receipt of it in writing within 4 days of receipt, giving you a complaint reference.
3.2.2 When we acknowledge receipt of your complaint we will also provide details of your complaint handler.
3.2.3 If your complaint relates to a specific employee, agent and/or subcontractor, that person will be informed of your complaint and given a fair and reasonable opportunity to respond. Any communication between you and the employee in question should take place only via the complaint handler and we respectfully ask that you do not contact the employee in question directly concerning the complaint while we are working to resolve it.
3.2.4 If we require any further information or evidence from you, the complaint handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your complaint.
3.2.5 We aim to resolve Level One complaints within 14 days of receipt of the complaint, however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
3.2.6 At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an appeal.
3.3 Level Two:
3.3.1 If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within 7 days of notification of the Level One outcome and have the complaint escalated to Level Two. Appeals are handled by director level members of our team.
3.3.2 Appeals should be in writing, quoting your original complaint reference and should be directed to your original complaint handler who will forward the request to an appropriate appeal handler. Receipt of appeals will be acknowledged in writing within 4 days of receipt. When we acknowledge receipt of your appeal we will also provide details of your appeal handler.
3.3.3 If your complaint relates to a specific employee, agent and/or subcontractor, that person will be informed of your Appeal and given a further opportunity to respond. Any communication between you and the employee in question should take place only via the appeal handler and we respectfully ask that you do not contact the employee in question directly concerning the complaint while we are working to resolve it.
3.3.4 If we require any further information or evidence from you, the appeal handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your complaint.
3.3.5 We aim to resolve Level Two complaints within 14 days of receipt of your written appeal, however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
3.3.6 At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final.
3.3.7 As we are regulated by the Information Commissioners Office (“ICO”), you, as our customer, have the right to seek external resolution of your complaint from that organisation if you are not satisfied with the outcome of your Level Two complaint and it relates to data protection. You can contact the ICO at https://ico.org.uk/make-a-complaint
- Confidentiality and Data Protection
4.1 All complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those of our employees, agents and/or subcontractors who need to know in order to handle your complaint.
4.2 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and your rights thereunder, as set out in our Privacy Policy available from www.contractorssupport.co.uk