At Compliance Chain, we are committed to delivering high-quality software solutions for the construction industry, ensuring the successful delivery of projects. We recognise, however, that there may be times when our service does not meet our usual high standards. When this happens, we want to hear about it, address the issue promptly, and do everything we can to put things right.
Purpose
This policy is designed to guide how Compliance Chain receives and manages complaints. We want to ensure that making a complaint is as easy as possible and that we treat every complaint seriously, dealing with it promptly, confidentially, and professionally.
Principles
We believe that our customers have the right to a fair, swift, and courteous service at all times. When receiving a complaint, we will treat it as a clear expression of dissatisfaction with our service, which calls for an immediate response. We will deal with it promptly, politely, and, when appropriate, confidentially, to resolve the issue to your satisfaction.
Receiving Complaints
Complaints may be made in writing, via email, over the telephone, or in person. We aim to resolve all issues at the first point of contact. If it is not possible to give a full response immediately, we will provide an acknowledgement within a specified period and aim to have your complaint fully addressed as swiftly as possible thereafter.
Responsibility
The responsibility for dealing with complaints lies at all levels of Compliance Chain. While all our staff are trained to receive complaints, there is a formal complaint management process in place to ensure every complaint is escalated to the appropriate level and resolved as quickly and efficiently as possible.
Investigating Complaints
Upon receiving a complaint, it will be investigated thoroughly and fairly by an individual with sufficient knowledge of the subject matter and the authority to resolve the issue. We will aim to provide a satisfactory resolution, and where we have made a mistake, we will apologise and take action to prevent the issue from recurring.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Customer Feedback
We appreciate all forms of feedback from our customers and use them to improve our services. Complaints are regularly monitored for any underlying issues that need to be addressed.
Policy Review
This Complaints Policy will be reviewed regularly and updated as required. We aim to continually improve our services, taking into account the feedback and complaints received from our customers.
Contact Us
If you have any complaints or feedback, please do not hesitate to contact us through the contact details provided on our website. Our team is dedicated to ensuring that your experience with Compliance Chain meets your expectations and that any concerns you have are addressed promptly and effectively.
This Complaints Policy template provides a framework for managing complaints in a professional and structured manner. It ensures that we take any complaints seriously and that we work to resolve them as quickly as possible.