Company Complaints Procedure

Complaints Procedure – At  PropFlow Projects limited, we strive to provide the highest level of service and customer satisfaction. However, we understand that there may be occasions where our clients or stakeholders may have concerns or complaints about our services. We take such feedback seriously and are committed to resolving any issues in a fair and efficient manner. This complaints procedure outlines the steps to follow when making a complaint and the process we will undertake to address and resolve the issue. 1. Initial Communication: a. The complainant should first contact our company via email, phone, or in writing, clearly outlining the nature of the complaint and providing relevant supporting documents or evidence, if applicable. b. The complaint should be addressed to Mr Ethan Carty, who will be responsible for handling and resolving the complaint. 2. Acknowledgement: a. Once the complaint has been received, we will acknowledge its receipt within [specified time, e.g., 24 hours] of receiving all necessary information. b. The complainant will be provided with a reference number for future communication and for tracking the progress of the complaint. 3. Investigation: a. The designated Complaints Handling Officer will conduct a thorough investigation into the complaint, obtaining any additional information or documentation necessary. b. The investigation will be conducted impartially and with due diligence. c. The estimated timeline for completing the investigation will be communicated to the complainant, taking into account the complexity of the issue raised. 4. Resolution: a. Once the investigation is completed, we will provide a prompt and fair resolution to the complaint. b. The complainant will be informed of the outcome in writing, explaining any actions taken or decisions made as a result of the investigation. 5. Appeal Process: a. If the complainant is not satisfied with the resolution provided, they may request an appeal within 14 days of receiving the outcome. b. An appeal should be made in writing to  Ethan Carty, clearly stating the reasons for the appeal and providing any additional supporting information or evidence. c. The designated Appeal Handling Officer, who is separate from the initial complaint handling process, will review the case impartially and make a final decision within a reasonable timeframe. d. The decision reached by the appeal handling officer will be final and binding. 6. Feedback and Improvement: a. Throughout this process, we value feedback from complainants as an opportunity to improve our services. Following the resolution of a complaint, we may seek feedback on the handling of the complaint and use it as a basis for continuous improvement. We assure all complainants that their concerns will be treated fairly, confidentially, and promptly. Our commitment to the Chartered Institution of Building's codes and standards ensures that we will handle complaints in accordance with their guidelines. We endeavour to resolve complaints in an amicable, efficient, and satisfactory manner, maintaining open lines of communication throughout the process. For any queries or to initiate the complaints procedure, please contact info@propflowprojects.co.uk.