Complaints Procedure for UK Firestop Solutions
At UK Firestop Solutions, we are committed to delivering high-quality services and ensuring customer satisfaction. However, if something goes wrong or you are dissatisfied with any aspect of our service, we want to know so we can resolve the issue promptly and improve our services.
How to Make a Complaint
If you wish to make a complaint, please follow the steps outlined below:
Step 1: Contact Us
In the first instance, please contact us directly by email, phone, or post with details of your complaint.
- Email: info@ukfiresolutions.co.uk
- Post: 1 North Street, Wigston, Leicester, England, LE18 1PS
Please include the following information:
- Your full name and contact details (email address and/or phone number)
- A clear description of your complaint
- Any relevant supporting documents or information (e.g., dates, correspondence)
Step 2: Acknowledgement
Once we receive your complaint, we will acknowledge it within 3 working days, confirming that we are investigating the matter.
Step 3: Investigation
Our team will thoroughly investigate your complaint, reviewing all relevant details and documentation. This process may involve speaking to staff members involved in the service provided to you.
Step 4: Response
We aim to provide a full written response within 10 working days of receiving your complaint. If the investigation requires more time, we will inform you of the delay and provide an expected response date.
If You Are Not Satisfied with Our Response
If you are not satisfied with our initial response, you may request that the complaint be escalated. A senior manager will review your complaint and the initial response, and we will provide a final decision within 10 working days of escalation.
Further Action
If you remain dissatisfied after our final decision, you may seek independent advice or contact an appropriate regulatory body, depending on the nature of your complaint.
Our Commitment
We value all feedback, whether positive or negative, and are committed to handling complaints fairly, promptly, and professionally. Your feedback helps us improve our services and maintain the highest standards of quality and safety.
Contact Information:
- Email: info@ukfiresolutions.co.uk
- Post: 1 North Street, Wigston, Leicester, England, LE18 1PS