Complaints procedure
About

Complaints Procedure

This page tells you how best to make a complaint, whether you’re still having works carried out or works have been completed.

The Company is committed to providing an efficient service for its customers. In order to achieve this, National Maintenance stays up to date with technology, and keeps well trained and dedicated staff. We put customer service and commitment to our customers at the heart of what we do and strive to get it right, first time, every time. But occasionally, things don’t go to plan.

In the unlikely event that works haven’t been carried out to your satisfaction, we have implemented a complaints procedure designed to minimise the inconvenience to our customers.

We would really like to know your feedback as this allows us to explain and apologise to you, but also helps us to improve our service, you can do this via the following:

Email us

If you would like to email us, then please send to complaints@nmservices.co.uk

Talk to us

If you’d like to talk to us about your complaint, then please give us a call at the office on 0330 113 1117. Office opening hours are Monday – Friday 8:30am – 5pm

Post to us

If you don’t have access to email or prefer to write to us, then you can post us a letter.

Please make sure you include the following information so that we can deal with your complain as efficiently as possible:

We please need all the following information for which ever way you decide to contact us:

  • Your full name/Business name
  • Quote/Invoice number (if issued)
  • Address
  • Your preferred contact details; email address, phone number or postal address
  • Details of the complaint, along with the names of any of our staff

It is the policy of National Maintenance that all customer complaints are taken seriously and are dealt with in a uniform way. Below is what you can expect from ourselves once we have received your complaint:

  • Customer receives a first acknowledgement from the recipient of the complaint within 24 working hours.
  • A proposed resolution to the complaint should be issued to the customer within ten working days.
  • If for any reason there is an unavoidable delay in issuing a response to the complaint, the customer must be informed, and a new deadline should be issued/agreed.
  • All complaints will be dealt with by a designated person so that the individual raising the complaint has a definite point of contact.
  • All customers can contact this designated person if they have any questions, queries or if they wish to enquire about the progress of the complaint.
  • Should any customer be dissatisfied with the handling of a compliant at any time, they should inform the designated person who can determine the most appropriate person to respond.
  • If you are still dissatisfied having followed all the stages as above, you should then contact Trading standards.

If you’d prefer to give us feedback, please visit our feedback page via the following link:

https://www.surveymonkey.com/r/993XS57 

National Maintenance
National Maintenance

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