Complains Policy
1.0 Policy
We welcome complaints and value your feedback to monitor and improve our service to all our clients and customers. All complaints will be handled promptly, efficiently and with sensitivity
2.0 Definition
A complaint is defined as a statement that something is unsatisfactory or unacceptable with a service or provision that Cable Connections Limited supply.
- Provisions of services provided by Cable Connections Limited affecting our clients and or customers (standard of work carried out, employees, trainers, administrators)
- Standards of service, courses or facilities provided by Cable Connections Limited
- Action or lack of action from Cable Connections Limited
3.0 Details of the complaint
To enable us to investigate and respond to your complaint efficiently we need to be provided with as much information as possible.
- Contact information-name, address, email address and telephone number.
- A clear description of the complaint
- Copies of any relevant paperwork, documentation and where possible photographs
4.0 Confidentiality and whistleblowing
All complaints will be treated with respect and confidentiality and will be handled seriously and sensitively with due consideration to all parties involved in accordance with all related legislative requirements.
Anonymous complaints will be logged and a decision whether to investigate or not will be made on an individual basis. It is always preferable for complainants’ names to be given, however if there are concerns about possible consequences of the complaint, a request can be made to withhold the name of the complainant.
We will not normally investigate complaints which are received after 6 months after the incident or occurrence taking place.
We will investigate complaints from whistleblowers in accordance with the current whistleblowing legislation.
5.0 Process
Our complaints process is for clients, customers or members of the public that receives or is affected by our provision or services, this can be directly or indirectly.
We encourage complaints to be made to us in writing, this helps us to ensure that all points are raised and understood to enable us to identify who within Cable Connections limited is best to respond.
Contact details
Email. office@cable-connections.o.uk
Phone: 02394350978
Preferably complaints are made at an early stage when something is identified as unsatisfactory or unacceptable, this will promote informal discussions to resolve issues quickly