Customer Complaints Policy
Rolec External Customer Complaints Policy Statement
At Rolec Services Ltd, we aim to give our customers the best possible products and services, but if you feel we have fallen short of this, please let us know. We will work with you to find a resolution and use the feedback to continually improve systems and processes.
What to do if you wish to raise a complaint
To submit a complaint in writing, please address all correspondence to Head office - Rolec Services Limited, Ralphs Lane Frampton West Boston England PE20 1QU,
To raise a complaint via email use complaints@rolecserv.co.uk
To raise a complaint via phone call 01205 724754
Office times are 09.00 – 17.00 Monday to Thursday and 09.00 – 15.30 on Friday.
Once you have made your complaint you will receive confirmation that the complaint has been acknowledged within two working days.
The case will be investigated by the relevant Manager/Director, who will discuss the details of the complaint and consult with all relevant parties to determine the root cause and the required corrective action.
Information that will be taken into consideration is, date of the original complaint, initial complaint details, previous actions to resolve the complaint, and any other actions pertinent to the case.
All investigations will be treated impartially, to determine a suitable resolution for all parties involved.
All complaint responses and investigation findings will be provided in writing (by email) within seven working days from receipt of the complaint.
After an acceptable resolution has been put into place, follow-up contact is to be made with the customer within fourteen working days.
Rolec are committed to improving our products, performance, services, and functions, by regular auditing of our complaints process and where opportunities for improvement are identified.
Approved by: Arron Rothwell
Position: Operations Director
Approval Date: 13 August 2024
Issue Date: 13 August 2024
Next Review: August 2026