Complaints

Purpose

The purpose of this Complaints Policy is to ensure that all clients and staff are fully informed about how complaints are handled at B&B Locksmiths. It aims to reassure individuals that any concerns raised will be addressed appropriately, fairly and in a timely manner. We recognise that complaints provide valuable feedback and offer an opportunity to improve our services for both clients and staff.

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How to Make a Complaint

Complaints can be made using any of the following methods:

• In person

• By telephone: 07831 451352

• By email: bblocks@hotmail.co.uk

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Complaint Handling Procedure

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1. Acknowledgement

B&B Locksmiths will acknowledge receipt of all complaints within two working days.

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2. Initial Assessment

Depending on the nature of the complaint, B&B Locksmiths may:

• Contact the complainant to discuss the issue in more detail before starting an investigation; or

• Proceed directly with an investigation to establish the relevant facts.

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3. Investigation and Response

B&B Locksmiths aims to respond to the complainant with the outcome of the investigation, for example, whether the complaint is upheld or not upheld, within five working days.

If the complaint requires additional time for a more detailed investigation, the complainant will be informed of the delay and provided with an estimated timeframe for response.

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4. Resolution and Action

Following the conclusion of the investigation, B&B Locksmiths will take any appropriate and reasonable action based on the findings.

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5. Documentation

All complaints, investigations and outcomes will be recorded in B&B Locksmiths’ complaints log for accountability, monitoring and future reference.