Complaints Policy

Camperdown Kitchens Limited are committed to providing a quality service and one of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and by responding positively to complaints, and by putting mistakes right.

Therefore, we aim to ensure that:

• making a compliment or complaint is as easy as possible
• we welcome compliments, feedback and suggestions
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• we deal with it promptly, politely
• we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

We recognise that many concerns will be raised informally and dealt with quickly.

Our aims are to:

• resolve informal concerns quickly

1. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

2. Responsibilities

Camperdown Kitchens LTD responsibility will be to:

• acknowledge the formal complaint
• respond within a stated period of time;
• deal reasonably with the complaint
• take action where appropriate.

A complainant’s responsibility is to:

• get in touch directly
• raise concerns promptly and directly with a member of staff of Camperdown Kitchens
• explain the problem as clearly and as fully as possible
• allow Camperdown Kitchens ltd a reasonable time to deal with the matter, and

recognise that some circumstances may be beyond our control

3. Complaints Procedure:

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the customer should be advised that a formal complaint may be made and the following procedure. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

1. A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor.
2. In all cases, the complaint must be passed on to David Brown.
3. Depending on the nature of the complaint, we must acknowledge the complaint in writing within one week of receiving it.

The complaint will be investigated, the person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.

If complaints can’t be resolved, we will cooperate with a independent dispute Resolution service and comply with any decision in relation to the complaint.

We endeavour to provide excellent customer service and to resolve any issues that may arise promptly and to our client’s satisfaction