Complaints Procedure

1. Our Approach

We take complaints seriously and aim to deal with them fairly, professionally and without unnecessary delay.

Raising a genuine complaint will not adversely affect the way you are treated by Ford Environmental Ltd.

2. What You Can Complain About

A complaint may relate to matters including:

• The standard of service provided
• Communication or customer service
• Workmanship
• Conduct while attending a property or site
• Delays or failure to attend as agreed
• Invoices, charges or quotations
• Health, safety or environmental concerns
• Any other aspect of our service

3. How to Make a Complaint

Complaints should preferably be submitted in writing so that there is a clear record of the issue.

Please include, where applicable:

• Your full name
• Your contact details
• The property or site concerned
• The date the relevant work took place
• A clear description of your complaint
• Relevant photographs or documents
• What outcome you are seeking

4. Acknowledgement

We aim to acknowledge written complaints within five working days of receiving them.

Where additional information is required to investigate the complaint properly, we may contact you for further details.

5. Investigation

The complaint will be reviewed by an appropriate person within Ford Environmental Ltd.

Depending on the nature of the complaint, the investigation may include reviewing:

• Quotations and invoices
• Emails and other communications
• Site records and photographs
• Relevant project documentation
• Information provided by employees or contractors
• Applicable health and safety or environmental records

6. Our Response

We aim to provide a substantive response within 15 working days of receiving sufficient information to investigate the complaint.

More complex matters may take longer. Where this happens, we will aim to keep you informed of the reason for the delay and the expected timescale.

7. Possible Outcomes

Depending on the circumstances, the outcome of a complaint may include:

• An explanation of what happened
• Corrective action where appropriate
• Further inspection or assessment
• An apology where appropriate
• Changes to our procedures
• Another reasonable remedy where appropriate

8. Health & Safety Concerns

Any complaint involving an immediate health, safety or environmental concern will be treated as a priority.

Where there is a potential immediate risk, please make this clear when contacting us.

9. If You Remain Dissatisfied

If you believe your complaint has not been resolved adequately, you may ask us to review our response.

Depending on the nature of the matter, you may also have rights to seek advice or raise the issue with an appropriate independent body, regulator, alternative dispute resolution provider or court.

Nothing in this procedure affects any statutory rights available to you.

10. Records and Confidentiality

We may retain appropriate records relating to complaints for business, legal, regulatory and quality-management purposes.

Personal information will be handled in accordance with our Privacy Policy.

11. Continuous Improvement

Complaints may be reviewed to identify recurring issues and opportunities to improve our services, procedures, communication, training and working practices.

12. Contact

Ford Environmental Ltd
Staffordshire, United Kingdom
Email: info@fordenvironmental.com