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COMPLAINTS POLICY
Admiral Windows Complaints Policy
This document provides guidelines for resolution and the treatment of complaints made by our customers. Each employee is responsible for reviewing the elements of the policy below.
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Policy Statement
At Admiral Windows, we believe that if a customer wishes to complain or express dissatisfaction, it should be easy for them to do so. Admiral Windows' policy is to consider the received complaints an opportunity to learn, adapt, improve and provide better service.
In addition, a quick resolution of complaints, in a way that respects and values the person's feedback, can be one of the most important factors in recovering the person's confidence about a product/service offered by the company. It can also help prevent further escalation of the complaint. A responsive, efficient, effective and fair complaint management system can assist a company in achieving this.
The purpose of this policy is to ensure that complaints are handled properly and that all customer complaints are taken seriously. This company expects staff at all levels to be committed to fair, effective and efficient complaint handling.
2. Purpose
This policy ensures that Admiral Windows handles complaints fairly, efficiently and effectively. The company's objective is to ensure that its complaints procedure is appropriately and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly.
Our complaint management system aims to:
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Allow us to respond to questions raised by people who file complaints in a timely and cost-effective manner
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Increase customer confidence in our administrative process, and
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Provide information that we can use to improve the quality of our product, services, personnel and complaint handling.
This policy provides guidance to our staff and to individuals who wish to file a complaint about the key principles and concepts of our complaint management system.
3. Scope
This policy applies to all staff receiving or managing complaints from customers made to or about us regarding our products, services, staff and complaint handling.
4. What is a complaint?
A complaint is any expression of dissatisfaction about the products or services offered by Admiral Windows or their staff or the action or lack of action taken regarding operations or services provided by Admiral Windows.
A formal complaint means a complaint that has not been successfully resolved through the Complaint Management Process outlined in the policy. The complainant has chosen to formalise by completing a Complaint Form.
An online complaint form can be filled out here. Up to six images, two video files, and two documents (PDF or Word) can be attached to the online form.
A PDF copy of the complaint form is placed at the bottom of this page. It can be downloaded, filled out and sent us by regular mail.
An informal complaint means a complaint that Admiral Windows have received by telephone, email, regular mail or in person, which has not been submitted on a Complaints Form.
5. Handling Your Complaint
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Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 working days.
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We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
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Our aim is to resolve complaints in a timely manner, and we will generally resolve a matter within 30 calendar days.
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Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
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If you are not satisfied with the response by our Complaints Manager, you may ask your complaint to be escalated to the Senior Manager of the Business directly. If so, we will try to make the Senior Manager available to address your complaint as soon as possible (depending on availability).
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When your complaint is resolved, we will confirm this with you within 10 business days.
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If your complaint is not resolved to your satisfaction by us, and depending on the nature of it, you may wish to refer your complaint to Fensa (further details on how to do this can be found on their website).