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Complaints may come from any source. Most likely but not limited to private individuals, organisations, suppliers and contractors.

Complaints can be received in person, by telephone, by email or in writing.

This policy does not cover complaints from employees, who should use the company’s Grievance and Discipline policies.

All complaints and any information gathered will be handled with sensitivity, telling only those who need to know and adhering to data protection requirements.

Overall responsibility for this policy and its implementation lies with Mr Paul Parker, Managing Director.

Publicised Contact Details for Complaints: Written complaints should be sent directly to 26 First Avenue, Halstead, Essex, CO9 2EX or by email to info@justwheelrepair.co.uk clearly marked Complaint.

Verbal complaints may be made by phone to 0333 2079971 or in person to a staff member, however we would encourage a verbal complaint to be followed up in writing using one of the previously stated methods.

Upon receiving a complaint ( regardless of the method ) the following details will be taken:

* Complainants name, position within the organisation ( if applicable ), address and telephone number.

* The facts of the complaint.

The complainant will then be informed about the complaints procedure and what will happen next.

The complaint details will be input into the Complaints Log and forwarded to the Managing Director.

The Managing Director will look over the basic details of the complaint and in the case of workmanship issues, will pass the complaint to the original repairing technician. The Technician will be required to investigate and attempt to resolve the situation to the complainant’s satisfaction.

If the complaint relates to a specific individual, they should be informed and given a fair opportunity to respond.

The Managing Director will investigate non-workmanship issues himself or delegate an appropriate person to investigate it and take appropriate action.

It is our aim that all complaints are resolved at Stage 1 and will make every endeavour to achieve this result. This stage should take no longer than 1 week from the date of the initial complaint.

If the complaint has been resolved at this stage all relevant information should be logged in the Complaints Log. The Managing Director should be informed of the closure of the Complaint.

Should the Complaint not be resolved at Stage 1 then the complainant may wish to escalate the issue to Stage 2.

At this stage of a complaint all relevant information should be provided to the Managing Director.

They alone will re-investigate the details of the initial complaint and subsequent action taken.

The Managing Director will contact the complainant and try to resolve the situation with further action or alternative solutions.

It is our company’s aim that Stage 2 should take no longer than 2 weeks following the complaint’s escalation.

If the complaint has been resolved at this stage all relevant information should be logged in the Complaints Log.

As previously stated it is our company’s aim to resolve all complaints at Stage 1 however, in the unlikely event that a complainant is still unsatisfied after Stage 2 has been completed they may wish to source external assistance from an outside body. We will co-operate fully with any further investigation required by an outside body to ensure a resolution.

We may vary the procedure for good reason. A complainant will be fully informed as to why a variation is required.

We will review complaints annually to identify any trends which may indicate a need to take further action.