At Rubber Safety Flooring, we value customer satisfaction and aim to provide exceptional service. However, we understand that issues may arise from time to time, and we are committed to addressing and resolving any complaints in a fair and timely manner. This Complaints Policy outlines the process for submitting and handling complaints.
- Submission of Complaints: If you have a complaint regarding our rubber safety flooring services, please submit your complaint in writing via email or letter to our designated Complaints Department. Provide detailed information about the nature of the complaint, including any relevant documentation or evidence.
- Acknowledgment and Initial Response: Upon receiving your complaint, we will promptly acknowledge receipt and provide you with a reference number for future correspondence. We aim to provide an initial response within [insert timeframe] working days, acknowledging the complaint and outlining the next steps in the resolution process.
- Investigation and Resolution: Our dedicated Complaints Department will thoroughly investigate the complaint, considering all relevant information and engaging with relevant parties if necessary. We will keep you informed of the progress and expected timeframe for resolution.
- Communication and Updates: Throughout the investigation process, we will maintain open and transparent communication with you, providing regular updates on the status of your complaint and any actions taken.
- Resolution and Remedies: Once the investigation is complete, we will communicate the outcome to you, along with any proposed resolutions or remedies. If appropriate, we will take corrective actions to address the issue and prevent a recurrence.
- Escalation: If you are not satisfied with the resolution proposed, you have the option to request a further review of your complaint. Please provide your reasons for escalation, and we will ensure a senior manager or designated representative conducts a thorough review.
- Timely Resolution: We strive to resolve all complaints as quickly as possible. However, complex issues or external factors may affect the resolution timeframe. In such cases, we will keep you informed of any delays and provide updates on progress.
- Confidentiality: We treat all complaints with utmost confidentiality and respect your privacy rights. We will handle all personal information in accordance with relevant data protection laws and regulations.
- Continuous Improvement: We view complaints as an opportunity to learn and improve our services. We will analyze and evaluate the root causes of complaints to identify areas for improvement and implement corrective measures.
We are committed to providing a fair and transparent complaints resolution process. Your feedback is valuable to us, and we appreciate the opportunity to address any concerns you may have. Our aim is to ensure your satisfaction and maintain our reputation as a trusted provider of rubber safety flooring solutions.
If you have any questions or require assistance in submitting a complaint, please contact our Complaints Department using the provided contact details.