Complaints Policy
1. Introduction
At Sylvester Electrical, we are committed to providing high-quality products and services. However, we understand that there may be occasions when our customers are not satisfied. This policy outlines our procedure for handling complaints to ensure they are resolved promptly and fairly.
2. How to Make a Complaint
If you have a complaint please use our online form to submit your complaint.
Alternatingly, please contact us through one of the following methods:
Email: [email protected]
Phone: 01205 875 322
Mail: 4 Saxon Gate, Kirton, Boston, PE20 1XA
Please provide as much detail as possible, including your name, contact information, and a description of the issue.
3. Acknowledgment of Complaints
We will acknowledge receipt of your complaint within 7-10 business days. You will be informed of the person handling your complaint and their contact details.
4. Investigation of Complaints
Your complaint will be thoroughly investigated by a member of our team. We may contact you for further information or clarification during this process.
5. Resolution
We aim to resolve all complaints within 25 business days. If the investigation is likely to take longer, we will keep you informed of the progress and the expected resolution date.
6. Outcome
Once the investigation is complete, we will inform you of the outcome and any actions we have taken or plan to take. If you are not satisfied with the resolution, you may request a review of your complaint.
7. Review Process
If you request a review, your complaint will be escalated to a senior manager. We will aim to complete the review within 12 business days and provide you with a final response.
8. Continuous Improvement
We use the feedback from complaints to improve our products and services. Your feedback is valuable to us, and we appreciate your time in helping us improve.
9. Contact Us
If you have any questions about this policy or need further assistance, please contact us at [email protected].