We  are  committed  to  ensuring  that  complaints  will  be  investigated  quickly,  fully  and  fairly.  Our  customers must  be  confident  that  we  take  complaints  seriously  and  feel  that  they  are  able  to  make  a  complaint  with ease  and  that  during  any  investigation,  our  customers  are  listened  to,  respected  and  kept  informed  at  all times.  Any  deficiency  in  our  working  practices  found  following  the  investigation  of  a  complaint  will  be acted  upon  as  soon    as possible.

 

The  majority  of  matters  can  be  dealt  with  as  they  arise  by  the  staff  concerned.  However,  where  a complaint  is  not resolved in this way the matter will be brought to the attention of Karen or Derek Bryant.

 

A  record  will  be  made  of  the  complaint  and  Karen  or  Derek  will,  with  the  assistance  of  any  other  relevant member of staff, address and resolve the problem, completing the complaints log at that time.

 

A written  acknowledgement  of  the  receipt  of  the  complaint  will  be  sent  to  the  customer  within  3  working days,  then a full response as soon as is practicably possible following the investigation process.

 

A record will be kept of all complaints which will include full details of the investigation and any action taken. The following information will be recorded:

1.The complaint number.

 

2.Name and address of the complainant/customer.

 

3.Date of receipt of complaint and acknowledgement date.

 

4.Details of the complaint.

 

5.Details of action taken with dates and by whom.  If  the  complainant  is  not  satisfied  with  the  resolution offered,  they  will  be  advised  to  put  the  complaint  in  writing  to Trading Standards, Civic Centre, Plymouth, PL1 2AA.