At Ultimate Solutions Essex, our customers are important to us, and we believe you have the right to a fair, swift and courteous service at all times.

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Ultimate Solutions Essex Complaints Procedure

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This policy and process forms a key part of our staff training programme. In addition, it details how and when we will communicate with our customers when they do complain and importantly how we will work to resolve their complaints in a timely manner.

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We believe our organisation provides a first-class service to our customers.

However, we also understand that occasionally things may go wrong and not be to the entire satisfaction of our customers.

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When our customers make us aware of any shortcomings in our products or our service we will always respond in a professional and courteous manner and ensure that our first-class service is maintained throughout the investigation and resolution of their complaint.

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The person in our organisation responsible for this area of our business is Andy Butler – Manager.

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The person named above is referred to as the Complaints Manager throughout this document.

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We believe that we provide a first-class service to our customers. To ensure that this statement remains true we will proactively:

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• Advise each customer on “How to Complain” when they first do business with us

• Respond positively and professionally if our customers do complain

• Learn from any feedback provided by our customers and Staff and amend our processes if appropriate to avoid repeated complaints.

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This Policy Statement will be reviewed at least once a year and amended as required to ensure it remains current and a key element of our business.

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Handling Complaints

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It will always be free of charge for customers to lodge a complaint and they have a choice of how they complain (letter, email, telephone call, personal visit) will always be theirs.

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Contact:

Telephone: 01702 861122

Email: ultimtesoutionsessex@gmail.com

Post: Ultimate Solutions Essex

23 Newell Avenue,
Shoeburyness,
Essex,
SS3 9SU

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After the initial information has been collected the Complaints Manager will assign the complaint to an appropriate member of staff. The designated person will not have any conflicts of interest in managing and investigating the complaint. All complaints will be investigated competently, diligently and impartially so we can be sure that we are able to treat our customers fairly.

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Once the complaint has been fully investigated the Complaints Manager will authorise any appropriate action which may or may not involve compensating the customer.

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Resolving Complaints

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We will endeavour to resolve complaints in a timely manner and to the satisfaction of all concerned.

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This means we will aim to resolve all complaints quickly while making certain they are also investigated thoroughly, to reassure customers that their complaints have been reviewed fully and the resolution is well founded.

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The following standards have been agreed throughout our business:

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• Every complaint received, and that is not resolved by the close of the next working day, will be acknowledged within five working days.
• We will advise the customer on each communication when they will next hear from us.
• We will endeavour to resolve complaints in a timely manner and within eight weeks as a maximum.
• If we cannot resolve a complaint then we will refer customers to IWA/SHERMIN.

To begin the complaints procedure, please email Any directly.