How to complain
We are committed to providing the highest standard level of service. However, we understand that sometimes things can go wrong. If they do, we welcome complaints and look upon them as an opportunity to learn, adapt, improve, and provide a better service. We believe that if a customer wishes to make a complaint or register a concern, they should find it easy to do so. The following policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by customers are taken seriously.
Logging a complaint
You can raise a complaint to ourselves in the following ways:
Call us
You can call us on 0800 1018 365, our office is open:
08:00am – 17:00pm Monday to Friday
08:30am – 13:00pm Saturday and Sunday (including bank holidays)
Writing
If you prefer to write to us with your complaint, please include all the information that led to the complaint. We will let you know when we have received your letter of complaint and advise our timeframe on the investigation.
Please address your letter to:
Gledhill Response Customer Service, Sycamore Trading Estate, Squires Gate Lane, Blackpool, Lancashire FY4 3RL
You can email us at [email protected] , this email is monitored during the following hours:
08:00am – 17:30pm Monday to Friday
08:30am – 13:00pm Saturday and Sunday (including bank holidays)
Website
You can send us a message via our website, all messages will be responded to during the following hours:
08:00am – 17:00pm Monday to Friday
08:30am – 13:00pm Saturday and Sunday (including bank holidays)
We will acknowledge your complaint.
However, you choose to contact us, we’ll aim to contact you within 3 working days of receipt of your complaint to acknowledge we have received this and advise our next steps with the complaint.
Our aim is always to resolve your complaint as quickly as possible, however it may take some time to investigate the matter thoroughly to ensure the best possible resolution for you and this timeframe we will be advised in our acknowledgment.
Stages of complaints
Stage 1 – Frontline Resolution – Complaint resolved within 5 working days
Stage 2 – Investigation – Complaint resolved within 20 working days
Stage 3 – Head of complaints – Complaint resolved within 28 working days
Stage 1
Frontline resolution aim is to resolve the complaint at the first point of contact with the customer, either by the member of staff receiving the complaint or other identified staff. Some complaints may take some information from other departments, but our aim is to resolve the matter within 5 working days and will be contacted with our outcome.
Stage 2
These complaints are more complex or require a detailed examination before we can state our position. These complaints may already have been considered at the frontline resolution stage, or they may have been identified from the start as needing immediate investigation.
An investigation aims to establish all the facts relevant to the points made in the complaint and to give the customer a full, objective, and proportionate response that represents our final position.
A full response to the complaint will be given not later than 20 working days from the time we receive the complaint for investigation.
If there are clear and justifiable reasons for extending the timescale, management will set time limits on any extended investigation, as long as the customer agrees. We will keep the customer updated on the reason for the delay and give them a revised timescale for completion. If the customer does not agree to an extension but it is unavoidable and reasonable, then senior management must consider and confirm the extension.
The reasons for an extension might include the following:
- Essential accounts or statements, crucial to establishing the circumstances of the case, are needed from staff, customers, or others but they cannot help because of long-term sickness or leave.
- You cannot obtain further essential information within normal timescales.
- Operations are disrupted by unforeseen or unavoidable operational circumstances, for example industrial action or severe weather conditions.
- The customer has agreed to mediation as a potential route for resolution.
We will let the customer know the outcome of the investigation, in writing or by their preferred method of contact. Our response to the complaint will address all areas that we are responsible for and explain the reasons for our decision.
We will also make clear to the customer:
- their right to ask the head of complaints to consider the complaint.
- the time limit for doing so, and
- how to contact the head of complaints.
Stage 3
If you are unhappy with the response received from the investigation stage the business is trained and experienced in dealing with escalated complaints. This must be received in writing within seven days of the investigation response.
The objective of this stage is to find a mutually satisfactory resolution for your complaint. Gledhill Response will always want to try and resolve any concerns or complaints you have.
We will endeavour to address and resolve your concerns, if necessary, with review by the relevant Commercial Director. After this review the head of complaints will provide a final response from Gledhill Response about your complaint. The business will aim to respond within 28 working days.
Closing the complaint
If you remain dissatisfied with the response you have received after contacting the head of complaints Tracking Operations and you have received a final response letter you may then seek the relevant legal advice.