FASTKLEAN CUSTOMER COMPLAINTS PROCEDURE

Every business has to deal with situations in which things go wrong from a customer's point of view. We are never dismissive of our customer's problems - even if we are not at fault. Customer feedback, be it positive or negative is an integral part of our customer satisfaction measure, a part of our Quality Management System enabling us to strive to continuously improve our service.  

Complaints will be handled courteously, sympathetically and - above all - swiftly. FastKlean has an established procedure for dealing with customer complaints, of which all our employees are aware.

Procedure

In the first instance a minor complaint or comment should be addressed to the FastKlean Complaint Manager either verbally, in writing (including email), or via the work sheet comments.

In all cases, complaints and comments will be logged on receipt in the FastKlean CRM system.

After a complaint has been received by our helpdesk, FastKlean’s Complaints Manager will:

• advise the client the name of the person handling the complaint and how to contact them
• look thoroughly into the complaint
• deal with the complaint confidentially
• try to resolve the complaint and give the client a response as quickly as possible
• inform the client who to contact if they remain unhappy.

We will

• treat the client no differently because they have complained
• treat clients fairly and with respect.

Should a satisfactory solution not be forthcoming within 5 working days the Dispute Escalation Procedure will commence.

FastKlean will:

Acknowledge receipt of a formal complaint within one working day.

Nominate a Senior Officer, who has not been involved to date, as case handler.

Advise the customer of who will deal with their complaint and agree how long any investigation is expected to take:

• Listen sympathetically to establish the details of the complaint
• Record the details together with other relevant material
• Review the complaint thoroughly
• Advise the Customer of the findings of the review in writing
• Offer reasonable rectification - whether by replacement or repair where we are at fault
• Make amends and/or a gesture of goodwill if we find our business is at fault
• Take appropriate follow-up action, to ensure that the problem has been satisfactorily resolved
• Re-examine and adapt our systems and procedures to ensure non-recurrence of the issue.
• Invoke staff disciplinary measures where appropriate.

We take any customer complaints and comments seriously and we take them as an opportunity to correct a part of our business that is not functioning properly. Customer retention is vital to us and it is well worth our time and expense to resolve any complaints properly.

FastKlean Staff

We train our staff and management in complaints handling. This gives them the confidence to tackle the difficult complaints and justify their actions. Excellent complaint handling is not easy and can sometimes be stressful.

All our Staff are aware that complaints are a top priority for our operation, and ANYONE who is appointed to deal with them will have sufficient authority to resolve them completely.

Next Review Date: December 2018