Complaints Handling Policy

Purpose and Scope

While we aim to achieve a high level of service this policy is designed to provide guidance on the way in TANNER ELECTRICS LIMITED receive and manage complaints. We want to help you, our customer, to resolve your complaint as quickly as possible.

This policy covers:

Our standards
How to complain
How to contact us
What to do if you remain dissatisfied

What is a complaint?

A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.

Our Standards

We treat all complaints seriously, whatever format they are received in
You will be treated with courtesy at all times
We will deal with your complaint promptly. An acknowledgement of your complaint will be sent to you within 5 working days
We will keep you updated and let you know when we expect to be able to reply in full
Complaints received are logged and analysed for business improvement

How to Complain

Complaints can be made and received in a variety of ways; by phone, e-mail or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.