Complaints Procedure

Complaints Policy and Procedure

Our aim:

Spire Window Systems is committed to providing a quality service for its customers by working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers, and in particular by responding positively to complaints, and do our best to respond as quickly as possible and put matters right if we can.

Therefore, we aim to ensure that:

• Making a complaint is as easy as possible;
• We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
• We deal with it promptly, politely and, when appropriate, confidentially;
• We respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.;
• We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognize that many concerns will be raised informally, and dealt with quickly. Our aims are to:

• Resolve informal concerns quickly;
• Keep matters low-key;
• Enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Spire Window Systems defines a complaint as ‘any expression of dissatisfaction (with Spire Window Systems, with a member of staff, or with a business partners) that relates to Spire Windows Systems and that requires a formal response’.

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant’s satisfaction.

 Spire Window Systems responsibility will be to:

• Acknowledge the formal complaint in writing;
• Respond within a stated period of time;
• Deal reasonably and sensitively with the complaint;
• Take action where appropriate.

A complainant’s responsibility is to:

• Bring their complaint, in writing, to Spire Window Systems attention normally within 4 weeks of the issue arising;
• Raise concerns promptly and directly with a member of staff in Spire Window Systems;
• Explain the problem as clearly and as fully as possible, including any action taken to date;
• Allow Spire Window Systems a reasonable time to deal with the matter;
• Recognize that some circumstances may be beyond Spire Window Systems control.

Responsibility for Action: All Staff of Spire Window Systems.

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Spire Window Systems maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Formal Complaints Procedure

In the first instance, if you are unable to resolve the issue informally, you should write or email to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. If your complaint concerns a member of Spire Window Systems staff, you should write formally to the individual concerned. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 28 working days.

You can contact us to complain by calling 01507 607291 or email help@spirewindows.com or in writing to:

Spire Window Systems, Tattershall Way, Fairfield Industrial Estate, Louth LN11 0YZ