At UK Hygiene, we are committed to providing the
highest standard of service at all times.
Occasionally, we make mistakes which may not come to
our attention unless you tell us about it. To ensure
that we deal with your complaint efficiently, and to
your satisfaction, we have a complaints procedure
which is detailed below for your information.
“How do I complain?”
In the first instance, you should talk to a member
of UK Hygiene staff about your concerns (telephone
01942 407 999) and give them the opportunity to
resolve your complaint on the spot. The best person
to speak to is the staff member who has already
dealt with the matter you are concerned about, as
they will be in the most knowledgeable position to
help you quickly. If a swift solution is not
possible, for example further information is
required from other sources, we will arrange a
mutually convenient time to call you back. Depending
on the information required, this may take up to
five business days. If the person you have
previously spoken to is not available, or you prefer
to speak to someone else, please ask for their Line
Manager.
You may prefer to write in with your complaint, our
address is as follows:
UK Hygiene
Alexander House
Old Boston Trading Estate
Haydock
WA11 9SL
Or email us at enquiries@ukhygiene.com
“What can I do if I am not happy with the response?”
If you are not satisfied with the outcome of your
initial contact, you may put your concerns in
writing to the Customer Services Manager. In your
letter, you should state clearly your concerns,
explain why you feel we are wrong in how we have
dealt with your complaint and how you think we could
put things right. It would be helpful if you could
also provide any written evidence to support your
grievance.
“How will my complaint be dealt with?”
Once your complaint has been received in writing we
will:
• Acknowledge receipt of your complaint in writing
within five business days of receiving it and
indicate when a full response can be expected.
• Assess the subject matter and investigate the
details fully and efficiently.
• Respond to you within the given timescale or
advise you promptly if this will not be possible and
why.
• Endeavour to ensure that you are satisfied that
your complaint has been dealt with competently and
fairly.
• If we cannot reach an agreement with you, we will
write to you within eight weeks, clearly stating our
position with regard to your complaint.
“What can I do if I am dissatisfied with the results
of the investigation?”
If you are not happy with the outcome of the
investigation by the Customer Services Manager, you
can request for the results to be reviewed by the
Chairman of the Board. The details of your complaint
and the resulting investigation will be passed to
him and you will be contacted within seven business
days, to let you know the complaint has been
referred to him and when you can expect a full
response.
If we cannot reach agreement with you, we will send
you our final response on the matter, along with
advice on how you may contact the Financial
Ombudsman Service should you wish to take the matter
further. You have the right to refer the dispute to
them within six months of our final decision if you
are unhappy with our response.
For more information about the Financial Ombudsman
Service, visit www.financial-ombudsman.org.uk or
telephone 0845 080 1800.
Finally, we do not look on complaints as unwanted.
Your feedback will help us to improve the fair and
quality service we are committed to providing, so
please do contact us if you are not happy with any
aspect of our business practice.
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