DJB Cleaning Supplies Help - PRIVACY POLICY
We are committed to giving you the best possible service but we know that we don't get it right all the time. This page tells you about our complaints procedure which you can follow if things go wrong.
We will deal with your complaint.
We do not look on complaints as unwanted. In fact, they may help us to see where our services or procedures might be improved. Do let us know where you feel we have done something which you found unsatisfactory or unacceptable. Even if you do not think your particular concern amounts to a 'complaint' we would still like to know about it. You may help us to deal with something we would otherwise overlook.
What to do if you have a complaint.
1. Get in touch with a member of staff.
The first step is to contact the member of staff who dealt with the matter you are concerned about. This can be done over the phone or in person by prior appointment. If you would prefer to discuss the matter with someone else then mention the fact when you first make contact and we will organise another member of staff to help you.
We will always try and resolve your issue on the spot. If this is not possible then we will organise a date for further action within 5 working days or at another time that is acceptable to you.
2. If you wish to take your complaint further.
We hope that you will complain to the person dealing with the matter first to give them a chance to put things right. However, if you are still unsatisfied, the next step is to put your complaint in writing to the Managing Director of DJB Supplies, setting out the details, explaining what you think went wrong and what you feel would put things right. If you are not happy about writing a letter, you can always ask a member of staff to take down the details of your complaint. You should make sure you agree with what they have recorded and that they provide you with your own copy for reference. This record will be passed promptly to the Managing Director to deal with.
If you chose to make a recorded complaint as opposed to a written complaint, we would ask that you willingly answer any questions put to you by the member of staff involved. This will enable the Managing Director to deal with your complaint to the best of his ability with the information provided.
On receipt of a written complaint, the Managing Director will arrange for a full investigation. Your complaint will be acknowledged in writing within five working days and we will indicate when you can expect a full response. This should normally be within three weeks unless the matter is very complicated or outside information must be obtained. We will always let you know what action is being taken and tell you when we expect to provide you with a full response.
3. Taking your complaint outside DJB Supplies.
Once we have investigated your complaint and if you are still not satisfied you may be able to seek assistance from a third party dispute resolution and mediation organisation. DJB Supplies will provide full details of any local services where possible.