Complaint Procedure
Our Commitment
​
At Rayleigh Gutter Cleaning and Repairs, we strive to provide excellent service and complete customer satisfaction. We value your feedback and take all complaints seriously. This policy outlines our commitment to addressing your concerns promptly and fairly.
​
How to Make a Complaint
If you are dissatisfied with any aspect of our service, please contact us as soon as possible. You can submit your complaint in the following ways:
-
By Phone: Call us at 07889 755053 during our office business hours (Mon-Fri 9am-5pm)
-
By Email: Send an email to gavin@rayleighguttercleaning.co.uk
-
By Post: Mail your complaint to our office address: 51 Bardfield Way, Rayleigh, Essex, SS6 9HE
​
Please provide the following information when making your complaint:
-
Your name and contact information.
-
A clear description of your complaint.
-
The date of service and any relevant details (e.g., invoice number).
​
What Happens Next?
-
Acknowledgement: We will acknowledge receipt of your complaint within 3 business days.
-
Investigation: We will thoroughly investigate your complaint, which may involve contacting you for further information.
-
Resolution: We will aim to resolve your complaint within 7 business days of receiving it. We will keep you informed of our progress throughout the process.
-
Outcome: We will provide you with a written response detailing the outcome of our investigation and any actions we have taken to address your complaint.
​
Escalation
If you are not satisfied with the initial outcome of your complaint, you may request an escalation to a senior manager. We will review your case and provide you with a final response within 14 business days.
​
Alternative Dispute Resolution
If we are unable to resolve your complaint to your satisfaction, you may have the option to refer the matter to an alternative dispute resolution (ADR) scheme. We will provide you with details of relevant ADR schemes upon request.
​
Confidentiality
We will treat all complaints confidentially and will only share information with those who need to know in order to investigate and resolve your complaint.
​
Policy Review
We will regularly review this complaints policy to ensure it remains effective and in line with best practices.
​
Contact Us
If you have any questions about this policy or wish to make a complaint, please contact us using the methods outlined above.
We value your feedback and are committed to providing excellent customer service. Thank you for choosing Rayleigh Gutter Cleaning.