At Eco Answers, we are committed to delivering the highest standards of service and customer care. However, we recognise that from time to time, things may not go as planned. If you are dissatisfied with any aspect of our service, we encourage you to let us know. Your feedback helps us to improve and ensure the issue is resolved efficiently and fairly.
This Complaints Policy outlines our approach to handling complaints and sets out what you can expect from us during the process.
If you would like to make a complaint, you can contact us using one of the following methods:
Email: info@ecoanswers.co.ukPhone: 02394 381436
Please provide the following information:
Your full name and contact details
A clear description of your complaint
Any relevant supporting documents or evidence
The outcome you are seeking
Once we receive your complaint, we will follow this process:
Acknowledgement:
We will acknowledge receipt of your complaint within 2 working days.
Investigation:
Your complaint will be thoroughly investigated by a relevant member of our team who was not directly involved in the issue. We may contact you for further information or clarification if necessary.
Response:
We aim to provide a full written response within 10 working days of acknowledging your complaint. If we require more time to investigate, we will keep you informed of the progress and provide an estimated resolution date.
Resolution:
If your complaint is upheld, we will take appropriate action to resolve the matter and prevent it from recurring. If we do not uphold your complaint, we will explain the reasons clearly.
If you are not satisfied with the outcome of your complaint, you may request that the matter be reviewed by a senior member of staff. We will aim to provide a final response within 10 working days of receiving your escalation request.
If you remain dissatisfied after our final response, you may be entitled to refer the complaint to an independent ombudsman or alternative dispute resolution (ADR) body. We will provide information on how to do so where applicable.
We treat all complaints seriously and handle them with professionalism and fairness.
We aim to resolve all complaints promptly, transparently, and respectfully.
We record and monitor complaints to improve our services continually.
If you have any questions about this Complaints Policy or require assistance in making a complaint, please do not hesitate to contact us:
Email: info@ecoanswers.co.ukWebsite: