CUSTOMER CARE POLICY
CavityTech Systems Ltd believes in the prime importance of customer care, from the time of enquiry until satisfactory completion of the installation. By telephone or email an appointment is made to carry out a survey, if required, we explain who we are and what we do and note any particular requirements that the customer may have.
A letter is sent thanking the customer for the order and giving details of the installation date etc. At the time of installation a technician will explain any items requiring clarification and on completion we ask the customer if they wish to make any comment on the presentation or installation and leave a FREEPOST returnable satisfaction note. At all times we intend to be courteous and helpful keeping confidential information given to us by the customer. All operatives carry an ID card with a colour photograph and wear overalls with the Company logo, all vehicles are clearly sign written with a freephone telephone number displayed.
CUSTOMER COMPLAINT PROCEDURE
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. A complaint procedure is in operation in accordance with ISO9001:2008.
In the unlikely event there is anything the customer is not completely satisfied with, contact should be made as soon as possible in order that we can rectify any problems as soon as is possible and practical. If a complaint with the works occurs after 6 months of the works being completed, our complaints procedure is a follows:
1. All complaints are recorded in the first instance and logged onto our system.
2. A complaint letter and form is sent out to the customer for them to detail their complaint in writing. The form explains that regretfully there is a call out charge for complaint investigations where it is found to be not our responsibility of £40.00. If we are responsible in any way the remedial work will be carried out to your satisfaction without charge.
3. If a visit to the property is required, as part of resolving the complaint, a suitable appointment time and date will be made for one of our technical surveyors to visit the property within 10 working days of receipt of the complaints form.
4. If re-attendance and remedial works are required, we will aim to complete these within the 20 working days, depending on the type and significance of the works.
If we are unable to resolve the complaint using our own complaints procedure above, as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 981 2929.