Complaints Policy at Sixmile Exterior Cleaning

Sixmile Exterior Cleaning – Complaints Procedure

Purpose

At Sixmile Exterior Cleaning, we are committed to providing a professional, reliable, and high-quality service to all our customers. We take all complaints seriously and view them as an opportunity to improve our services. This procedure outlines how customers can raise a complaint and how we will handle it.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us as soon as possible by providing:

- Your full name and contact details
- The address where the service was carried out
- Details of your complaint
- Any supporting photographs or documentation (if applicable)
- The outcome you would like us to achieve

Complaints can be submitted by:

- Email: complaints@sixmileexteriorcleaning.co.uk
- Telephone: 02896226340
- Post: MATTHEW HAMILL, 115B Belfast Road, Antrim, BT41 2AZ

Complaint Handling Process

Stage 1 – Acknowledgement

We will acknowledge receipt of your complaint within 2 working days of receiving it.

Stage 2 – Investigation

We will investigate your complaint thoroughly and fairly. This may involve:

- Reviewing service records
- Examining photographs or evidence provided
- Speaking with the staff member(s) involved
- Arranging a site visit where necessary

We aim to complete our investigation and provide a response within 10 working days.

Stage 3 – Resolution

Following our investigation, we will provide a written response outlining:

- Our findings
- Any actions we propose to take
- Any remedial work, refund, or compensation offered, where appropriate

Where additional time is required due to the complexity of the complaint, we will keep you informed of our progress.

Escalation

If you are not satisfied with our initial response, you may request that the complaint be reviewed by management. We will conduct a further review and provide a final response within 10 working days.

Our Commitment

We are committed to:

- Treating all complaints seriously and respectfully
- Investigating complaints fairly and impartially
- Maintaining confidentiality wherever possible
- Learning from complaints to improve our services
- Resolving issues promptly and professionally

Record Keeping

All complaints and their outcomes will be recorded and retained for internal monitoring and service improvement purposes.

Contact Details

Sixmile Exterior Cleaning

Email: complaints@sixmileexteriorcleaning.co.uk

Telephone: 02896226340

Address: 115B Belfast Road, Antrim, BT41 2AZ

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Document Review

This Complaints Procedure will be reviewed periodically to ensure it remains effective and compliant with current business practices.