COMBAT PEST CONTROL COMPLAINTS PROCEDURE

Introduction

We are committed to providing the highest level of service and delivery on each and every contract it undertakes.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.

We recognise that on occasion we may fall short of this commitment and therefore it is imperative that our clients and other parties who rely on our services are able to raise any complaints and concerns they have in confidence that they will be investigated and responded to in a satisfactory manner.

Combat Pest Control has therefore resolved to implement and operate this complaints procedure in order to ensure complaints are handled properly and as part of our ongoing quality management process.

Informal complaints

Combat Pest Control is committed to resolving complaints as quickly and efficiently as possible and this is best done on an informal basis.

Where a person makes a complaint to a member of Combat Pest Control then that person should, if they are able and authorised to do so, state to the complainant how the issue will be resolved and in what timescale.

If the member of Combat Pest Control is not able or authorised to deal with the complaint then they should make a note of the complaint and contact details and provide these to the Managing Director.

The Managing Director will then, either personally or by delegation, contact the complainant to inform them how, and in what timescale, the complaint will be responded to.

All material informal complaints must be recorded in Combat Pest Control Complaints Records. Material complaints are those which indicate a shortfall or failing in Combat Pest Control's skill set, policies or procedures.

Formal complaints

Where a person contacts Combat Pest Control and indicates that they wish to make a formal complaint they should be directed to do so in writing to the Managing Director. Such complaints can be made by email or sent by post/fax or hand delivered to:

Email: michael@combatpestcontrol.com

Address: Combat Pest Control, Wellington House, 273-275 High Street, London Colney, Hertfordshire, AL2 1HA

Any complaint received in writing, even if not stated to be formal, should be treated as a formal complaint unless it is evidently a minor complaint that was not intended to be dealt with formally.

The Managing Director is responsible for the handling of all formal complaints. The Managing Director may, depending on its nature, refer the complaint to a third party to investigate and make recommendations.

Once a formal complaint has been received by Combat Pest Control it shall be responded to in the following way:

Acknowledgement of receipt

Combat Pest Control shall acknowledge, in writing, receipt of all formal complaints within five working days.

The acknowledgement shall state what steps the company will take to investigate and resolve the complaint and the predicted timescale for doing so.

Investigation

Combat Pest Control will undertake an investigation into the complaint to the extent which it considers reasonable.

What is reasonable will depend on the nature of the complaint including but not limited to any loss or damage the complainant alleges it has suffered because of the matter complained of and any legal or regulatory requirement which relates to the matter complained.

Combat Pest Control shall endeavour to complete the investigation in a timely manner and in accordance with the timescales set out in the acknowledgement of complaint. Where Combat Pest Control is unable to meet such timescale it will notify the complainant of this fact as soon as is practicable and provide them with a revised timescale.

Formal response

The formal response shall:

  • Summarise the investigation(s) carried out into the complaint
  • Summarise the findings of the investigation(s)
  • State whether or not Combat Pest Control has upheld the complaint, in full or in part, and if not the reasons for not upholding the complaint, or any part of it
  • State what, if any, action Combat Pest Control has or will take as a result of upholding any or part of the complaint

Once Combat Pest Control has completed its investigation it shall provide the complainant with a formal written response to the complaint.

Further steps

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted Trader, we use Dispute Resolution Ombudsman for dispute resolution.

In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact them on 01174  566 031 or via their website https://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/.

Company Complaints Records

Combat Pest Control shall maintain a record of all formal complaints and material informal complaints.

This shall be done in the form of Combat Pest Control Complaints Records which shall show the following:

  1. Who made the complaint
  2. The date the complaint was made
  3. What the substance of the complaint was
  4. What investigation was taken into the complaint and by who
  5. What the outcome of the complaint was
  6. What action, if any, was  to be taken as a result of the complaint, both in direct response to the complaint and more generally to Combat Pest Control’s policies, procedures and organisation

Combat Pest Control Complaints Record shall be audited on a yearly basis to ensure that all corrective action has been taken and as part of Combat Pest Control’s quality management.