Ajax Plumbing
Your local plumber in Guildford and Godalming
Guide to our Complaints Procedure
Ajax Plumbing seeks to provide a quality service to you and welcomes feedback and suggestions from our customers. We are constantly working to improve the services we provide and, if you believe you have not received the level of service you would expect, we ask you to tell us about it. Your complaints provide us with information not only about where things may be going wrong, but also about what you think of us. They serve as an excellent way for us to monitor and improve the efficiency and effectiveness of our services.
The purpose of this page is to tell you:
- How to complain to us;
- How we will deal with your complaint; and
- What to do if you remain dissatisfied.
1. How to Complain
How do I make a complaint?
If you feel that Ajax Plumbing has done something wrong or badly, or failed to do something, the first thing you should do is contact us. You should ask us to put things right for you or explain why we have has acted in this way. If you remain dissatisfied, you may wish to make a formal complaint by following the advice on this page.
To help us deal effectively with your complaint you will need to tell us:
What the problem is and how it has occurred
How it has affected you
What you consider we should now do to put the matter right
What can I complain about?
A complaint must be about something specific. It is most likely to be about one or more of the following:
- the standard of service provided by Ajax Plumbing
- failure by us to provide an agreed service
- failure by us to respond to a request for a service
- that the attitude or conduct of an Ajax Plumbing representative has been unacceptable
- we have not followed an agreed procedure
- maladministration by us (ie delay, muddle, or confusion)
What can I not complain about?
This procedure does not cover:
- requests for a service
- requests for information or an explanation of our policy or practice
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- complaints made more than 12 months after the events complained about unless there are exceptional circumstances as to why the complaint could not have brought within this time.
If, after reading the guidance above, you are not sure if your “complaint” is covered by this procedure, please complete the Complaints Form and send it to us. We will look into the matter and notify you accordingly.
2. How will you deal with my complaint?
Complaints differ widely in nature and complexity and in dealing with any complaints made in accordance with the Complaints Procedure we will seek to apply three basic principles:
1. To investigate a complaint as quickly and impartially as possible.
2. To provide you with a full response that outlines the findings of the investigation and, wherever possible, resolve the matter to your satisfaction
3. To keep the steps of the Complaints Procedure, as set out below, separate from each other
What are the steps of the Complaints Procedure?
Step 1: Initial Contact
You should first contact us and explain the issue. We may be able to help you there and then, or at least indicate if the matter can be resolved.
Step 2: Formal Written Complaint
If you are not satisfied with the response you have received, you should complete ALL the questions on the Complaints Form and send this to us. We will acknowledge your complaint within 3 working days of receipt and will provide you with a full response within 10 working days of receipt. If we need longer to complete our investigation, we will inform you of this in writing and provide you with reasons.