Complaints Handling Policy – Slate Insulations Ltd

1. Purpose

We are committed to delivering a high-quality service to all our customers. This policy sets out how we handle complaints fairly, promptly and transparently. Our aim is not only to resolve issues but also to learn from them to continually improve our services.

2. Scope

This policy applies to all complaints about our services, including External / Solid Wall Insulation (EWI), Insulated Façade Systems, External Rendering, Insulation Materials and any related dealings with Slate Insulations Ltd.

3. Definitions

• Complaint: Any expression of dissatisfaction, whether justified or not, about our services, staff, or business practices.
• Complainant: The customer or stakeholder raising a complaint.
• Quality Representative: The appointed team member responsible for investigating and resolving complaints.

4. How to Make a Complaint

Customers can contact us using any of the following methods:

• Telephone: 0800 145 5988 (Freephone)
• Email: office@slateinsulations.co.uk
• Post: Slate Insulations Ltd, 30 Vian Close, Gosport, PO13 0TX
• Online: Via the contact form on our website

5. Acknowledgement

We will acknowledge all complaints within two working days of receipt. This acknowledgement will confirm that we have received the complaint and explain the next steps in the process.

6. Investigation and Resolution

1. Complaint logged by the Quality Representative.
2. Information gathered, including any relevant records, documents and staff input.
3. Communication with the complainant to clarify details if required.
4. Decision made and corrective action proposed within ten working days wherever possible.
5. Escalation to senior management if the matter is complex or cannot be resolved at the initial stage.

7. Response

We will provide a written response to the complainant, which will include:

• The outcome of our investigation.
• An explanation of our decision.
• Any actions we will take to resolve the issue.
• An apology, where appropriate.
• Information on how to escalate the matter further if not satisfied.

8. Appeals Process

If you are unhappy with our initial response, you may escalate the matter to the Operations Director. A final written response will be provided within 15 working days of escalation.

9. Record Keeping and Confidentiality

All complaints are recorded and stored securely for a minimum of three years. Records include the original complaint, correspondence, investigation notes and resolution. All information is treated in strict confidence.

10. Monitoring and Continuous Improvement

We review complaints regularly at the management level to identify recurring issues and opportunities for improvement. Findings are used to enhance staff training, processes and service delivery.

11. Accessibility

This policy is available on our website and can be provided in alternative formats upon request for customers with specific needs.

12. Review

This policy is reviewed annually, or sooner if required by regulatory or operational changes.