Supply Heroes Ltd is committed to providing a
high-level service to our customers and clients. If you do not receive
satisfaction from us, we need you to tell us about it. This will help us to
improve our standards. We
ensure that making a complaint is as easy as possible and we treat complaints
as a clear expression of dissatisfaction with our services, calling for
immediate action to be taken.
Complaints
Procedure
In the first instance, we ask for complaints
to be resolved informally. Should this not be possible, complaints must be made
formally in writing, by either an email or letter to the Directors, Andrew
Robson and/or Pam Kaur Rama using the following details:
Postal address: Haines Watts Wolverhampton,
Keepers Lane, The Wergs, Wolverhampton, WV6 8UA
Telephone number: 0121 817 3399
Email address: enquiry@supply-heroes.co.uk
Your complaint should contain the following
information:
·
Your
full name and contact details;
·
Explain
the issue as clearly and fully as possible, including any action taken so far;
and
·
Names
of the employees, clients or customers involved; and the resolution sought.
Next
Steps
We will record your complaint upon receiving
it.
We endeavour to send you an acknowledgment of
your complaint within 5 working days and
confirm what will happen next. This will be communicated by either letter or
email, depending on how the complaint was received. We will also let you know
the name of the person who will be dealing with your complaint.
We will then investigate your complaint. This
will normally involve the following steps:
·
Reviewing
your complaint;
·
Speaking
with you;
·
Establishing
the relevant facts;
·
Speaking
to the person/s you have dealt with and any other relevant parties; and
·
We
may request further information or documents from you as appropriate including
verification of identity.
We will let you know of the outcome of this complaint
within 10 working days of acknowledgement.
However, if you have raised a request for access to information held
about you on our system (“Subject Access Request”), we may take up to one month
to respond to you, subject to the UK GDPR.
If we have to change any of the time scales
above, we will let you know and explain why.
Complaint
Outcome Appeals Process
Following Supply Heroes Ltd response to your
complaint, if you feel we have been unable to resolve your complaint
satisfactorily, you can go through the appeals process by asking for your
complaint to be re-opened to Andrew Robson or Pam Kaur Rama for further
investigation.
Once the appeals process has been completed,
the original complaint outcome will be upheld, or you will be issued with a
revised complaint outcome within 10 working days of acknowledgment.
The decision on the appeal is final and there
is no further right of appeal.