Complaints & Method statement

Complaints procedure for Andrews Creative 

All complaints should be sent to Mr N A Andrews, Andrews Creative, 15 Probert Road, Oxley, Wolverhampton, WV10 6UE, via email to office@andrewscreative.co.uk or telephone 07905 329351

 

Our complaints procedure is set out as below. 

  1. Identifying or receiving a complaint from a client.

  2. Making a formal record of the complaint and logging any details that are relevant to the complaint.

  3. Complaints that can be resolved instantly.

  4. Dealing with complaints that need further investigation.

  5. Providing the client with a point of contact and a named person who will overlook the complaints procedure.

  6. Keep the client informed and updated continuously of the progress of the complaint.

  7. Strive to reach a fair and honest conclusion to any complaint and put actions in place to remedy the cause of the complaint.

  8. Desired resolutions.

  9. GDPR.

 

 

  1. Identifying or receiving a complaint from a client.

A complaint may be forthcoming when a client feels that we have not lived up to their expectations or feels we have not provided the standard of service we had promised them in previous correspondence or literature before the booking with us was made. 

 

  1. Making a formal record of the complaint and logging any details that are relevant to the complaint.

Keep all correspondence in relation to any dealings with the client and especially relevant to the complaint. Provide the client with a reply in the first instance providing acknowledgement of the receipt of their complaint, a named contact who will be dealing with their complaint and clear ways that the client can contact the named individual should they wish to do so.  

 

  1. Complaints that can be resolved instantly.

Many times, complaints made during an event can be resolved instantly by first listening to the complaint and then offering an immediate response and or clarification of what service was to be provided.  

Acknowledgement of the complaint, clarification of the service offered, and if found to be lacking then some form of recompense provided. If the complaint is resolved to the mutual satisfaction of the client and SWDJ then no further action need be taken. 

Should the client not feel happy with the outcome of the initial response then further investigation will need to take place after the event. 

 

  1. Dealing with complaints that need further investigation.

Should a complaint be made after the event via telephone, email, letter then a formal complaints procedure will be initiated. Dependant on the nature or gravity of the complaint it will be passed to a manager in the company who is independent and as far as possible impartial to the outcome.  

 

  1. Providing the client with a point of contact and a named person who will overlook the complaints procedure.

The client will be provided with a named manager of SWDJ and full contact details provided should they wish to contact the manager directly. All details pertaining to the complaint will be passed to the manager.  

 

  1. Keep the client informed and updated continuously of the progress of the complaint.

The named manager will keep the client informed of any information or decisions made. The manager may also ask the client for more information should any points in the complaint need clarifying. They will make telephone contact with the client in the first instance and back this up with an email outlining any information passed during the telephone conversation.  

 

  1. Strive to reach a fair and honest conclusion to any complaint and put actions in place to remedy the cause of the complaint.

The manager will strive to reach a fair conclusion to the client’s complaint and work towards making a satisfactory outcome for both the client and SWDJ. The manager will make sure that the client is fully happy with any resolution that is offered. 

Should the complaint be of a nature that it could be repeated then a remedy to prevent that complaint will be sought and put into action. 

 

  1. Desired resolutions.

 It is always SWDJs intention to leave clients feeling completely satisfied with any service that we may have provided. we wish to always maintain a good relationship with all our clients and will always strive to reach an outcome that provides satisfaction to all parties. 

 

 

  1. GDPR.

 

Our GDPR procedure can be found via this link www.andrewscreative.co.uk/gdpr/