1 Bromley Lane, Chislehurst, KENT, BR7 6LH
Tel: 02036330009| Email: matthew@pls-electrical.co.uk
COMPLAINTS POLICY AND PROCEDURE
Our Commitment
At PLS Electrical, we take great pride in the quality of our workmanship and customer service. However, we understand that sometimes things can go wrong. If you are not satisfied with any aspect of our work, we want to hear about it so we can put it right.
This policy outlines how we handle complaints to ensure they are dealt with fairly, quickly, and effectively.
Step 1: Informal Resolution
If you have a concern, please speak to us first. Many issues can be resolved quickly by a simple conversation.
Please call us on 02036330009 or speak to the engineer on site.
We will do our best to resolve the issue immediately.
Step 2: Formal Written Complaint
If you are not satisfied with the initial response, or if you prefer to document your complaint formally, please send your complaint in writing. This ensures we have a clear record of your concerns.
Please send your complaint to:
Email: matthew@pls-electrical.co.uk
Post: 1 Bromley Lane, Chislehurst, Kent BR7 6LH
Please include:
Your name, address, and contact number.
The quote or invoice number (if applicable).
A clear description of the issue (including photos if relevant).
What you would like us to do to resolve the matter.
Our Response Timeline:
Acknowledgment: We will acknowledge receipt of your complaint within 5 working days.
Investigation: We will investigate the issue. This may involve reviewing our notes, speaking to the staff involved, or arranging a visit to inspect the work.
Formal Response: We aim to provide a full written response within 14 days of receiving your complaint. This will detail our findings and our proposed resolution (e.g., remedial work, a refund, or an explanation if we believe no fault exists).
Step 3: Alternative Dispute Resolution (ADR)
We are committed to resolving all complaints internally. However, if we cannot reach an agreement, or if 8 weeks have passed since you first complained, you have the right to refer the dispute to an independent body.
Trade Association: As members of NAPIT, you can contact them directly if you believe our work does not meet technical standards. They provide a dispute resolution service for technical issues.
Alternative Dispute Resolution: We are willing to use an ADR provider (such as the Dispute Resolution Ombudsman) to mediate if required.
