Disciplinary Procedure

Introduction

We take great pride in delivering top-notch work and are committed to offering exceptional customer service. Recognizing the significance of customer feedback, we’re continuously seeking ways to enhance our services. Your suggestions are always welcome as they help us in achieving this goal. This procedure elaborates our business objectives when managing complaints and clarifies what our customers can anticipate.

Complaint Process

If ever you have concerns or wish to complain, we encourage you to communicate with the Site Supervisor managing your project immediately.

• If the Site Supervisor cannot address your concerns promptly, it will be treated as a formal complaint under this Complaints Policy.
• We ask that all complaints be submitted in writing through email.
• We aim to acknowledge your complaint within three working days and offer a chance for a face-to-face discussion regarding your concerns.
• We assure you that every complaint we receive is investigated fairly, efficiently, and consistently.
• If the complaint pertains to a staff member, we will investigate by conversing with the involved team member/s and take necessary actions. If the complaint results in disciplinary procedures, we will update the complainant about the proceedings, but the outcome of our confidential internal procedure will not be disclosed.
• If the complaint is about the work provided, we request the customer to give us and our insurers the opportunity to inspect the work and perform any remedial work if needed.

You will receive a response to your complaint within 28 working days of its receipt. If for any reason we are unable to resolve the complaint within this period, we will write to you explaining the cause of the delay. This doesn’t impact your rights under the Consumer Rights Act 2015.

Limitations

We request that complaints be made no later than 12 months after the event. The time limit can be waived if we are convinced that the complainant had valid reasons for not filing the complaint within the time limit, and we can still investigate the complaint effectively and fairly.

Contact Us

If you have any questions or concerns about our Disciplinary Procedure, reach out to Astral Roofing and Building Ltd at info@rooferssurreyltd.co.uk or contact us at 01 483 323465.