Ecodry Solutions Ltd
Complaints Handling Policy
Our complaints policy
We are committed to providing a high-quality of service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to Trading Standards.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to the appropriate Manager who will review your matter file and speak to the member of staff who acted for you.
The Manager will then contact you by telephone to discuss your complaint and if necessary invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, The Manager will write to you to confirm what took place and any solutions s/he has agreed with you.
If you do not want a meeting or it is not possible, The Manager will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for The Director to review his/her own decision
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If you are still not satisfied, you can then contact the Trading Standards about your complaint. Normally, you will need to bring a complaint to Trading Standards within six months of receiving a final written response from us about your complaint.
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