Complaints Policy & Alternative Dispute Resolution

Complaints Policy

1. Purpose

We are committed to providing high-quality services and ensuring a positive experience for all stakeholders. However, we acknowledge that there may be occasions where concerns or complaints arise. This policy outlines our process for addressing complaints fairly, effectively, and promptly.

2. Scope

This policy applies to:

Customers

Employees

Contractors

Other stakeholders

It covers complaints related to our services, products, staff conduct, or organizational processes.

3. Definition of a Complaint

A complaint is an expression of dissatisfaction made by an individual or group regarding the standard of service, action, or lack of action by our organisation, staff, or representatives.

4. Making a Complaint

4.1 Informal Resolution

Where possible, complaints should first be raised informally with the relevant person, department, or team. Most concerns can be resolved quickly and efficiently without the need for a formal process.

4.2 Formal Complaints Process

If the issue cannot be resolved informally, a formal complaint can be made:

In writing via email, letter, or an online complaints form.

By phone (in cases where written communication is not feasible).

All formal complaints should include:

The complainant’s name and contact information.

A description of the issue, including relevant dates and locations.

Any supporting evidence or documents.

Contact Information for Complaints:
helpdesk@andersen-ev.com or concierge@andersen-ev.com

5. Handling Complaints

5.1 Acknowledgement

Complaints will be acknowledged within 5 working days of receipt.

5.2 Investigation

A responsible staff member will investigate the complaint thoroughly and objectively.

Complainants may be contacted for further details or clarification.

5.3 Response

A written response outlining the outcome of the investigation will be provided within 20 working days.

If additional time is required, the complainant will be informed of the delay and updated regularly.

5.4 Escalation

If the complainant is dissatisfied with the outcome:

The matter can be escalated to a senior manager or relevant department head for further review.

Appeals must be submitted within 10 working days of receiving the initial response.

6. Confidentiality

All complaints will be handled in a confidential manner, ensuring the privacy of all parties involved, unless disclosure is required by law.

7. Monitoring and Review

Complaints will be recorded, analyzed, and reviewed regularly to identify trends and improve processes. This policy will be reviewed annually to ensure its effectiveness.

 

Contact Us

For any concerns, complaints, or queries, please contact:

  • Email: helpdesk@andersen-ev.com

  • Phone: 01234 916125

  • Address: Unit 1 Stewartby Business Park, Broadmead Road, Stewartby, MK43 9ND

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.