Customer Complaints Policy Summary​

Plugged Electrical Services is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels.
We have a complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.
Plugged Electrical Services’ customers are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

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Summary

Plugged Electrical Services want to resolve your complaints as soon as possible. Our Responsibilities are:

• To provide an efficient, fair and structured mechanism for handling complaints.

• To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.

• To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.

• Quarterly to review the complaints register so that we can improve our standard of customer service.

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Handling complaints:

• Upon receiving a complaint, the Office Manager will acknowledge the complaint via telephone or in writing within 2 working days.

• We will keep the complainant informed of the progress of the complaint, proposed actions and the expected timeframe for resolution.

• Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 5 working days.

• Complex complaints may take longer than 5 working days to resolve. In these cases, we will regularly update the customer on the progress and likely timeframe for resolution.

• We will advise the customer of the outcome of their complaint.