Complaints Procedure

Customer Complaints Procedure

McNally Electrical (Yorkshire) Ltd is committed to providing high quality customer services. We value complaints and use the information from them to help us improve our services.

If you are dissatisfied with our services, please let us know. We will do our utmost to address your dissatisfaction or concerns by providing a fair response. This document describes our complaints procedure and how to make a complaint. It will also tell you about our service standards and what you can expect from us.

What is a complaint?

A complaint is an expression of dissatisfaction about our action or lack thereof, or about the standard of service provided by us or on our behalf.

What is a complaint?

You can complain about things such as:

Delays in responses to your enquiries and requests
Failure to provide a service
Service standards
Dissatisfaction with our policy
Poor treatment and/or bad attitude of a member of staff
Our failure to follow proper procedure

Your complaint may involve more than one of our services or be about someone working on our behalf.

What is considered to not be a complaint?

A first time request for a service, such as, reporting a problem that needs to be repaired
Requests for compensation
Dissatisfaction with the level or priority given
Issues in court or heard by a court or tribunal
Re-opening of a previously concluded complaint or have a complaint reconsidered if we have already provided our final decision. If you are still dissatisfied, you can contact Trading Standards or the Citizens Advice Bureau.

If other rights of appeal can help resolve your concerns, we will provide the relevant information and advice.

How can complain?

You can complain by phone, in post or email.

McNally EV
Acres House Works,
Berry Lane,
Keighley,
BD21 1DN

Tel: 01535 444 101

Email: info@mcnallyelectrical.co.uk

It is easier for us to resolve your complaint if you make them promptly and directly to the service concerned. Please talk to a member of our staff about the service you are complaining about.

Please ensure to provide, when making a complaint:

Full name, address, telephone number
Details of your complaint
What has gone wrong
How you want the matter resolved

How long do you have to make a complaint?

You must make your complaint within six months of the event you wish to complain about or finding out that you have a reason to complain.

Under exceptional services, we may be able to accept a complaint after the expressed time limit. If you feel the time limit should not be applied to your complaint, please explain why.

What happens when I have complained?

All complaints will be recorded on our complaints database and we will tell you who will be dealing with your complaint.

The complaints process has two stages:

Stage 1 – Frontline Resolution

We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem.

We will give you our decision at Stage 1 within five (5) working days or less, unless the complaint is of a complex nature.

If we are unable to resolve your complaint at this stage, we will explain why. If you still remain dissatisfied you can ask for your complaint to be investigated further through Stage 2. You may choose to do this immediately or some time after you get your initial response. We can help you with making this request.

Stage 2 – Investigation

Stage 2 deals with two (2) types of complaints: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation.

When using Stage 2, we will:

Acknowledge receipt of your complaint within three (3) working days
Discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
Provide you with a full response to the complaint as soon as possible and within 20 working days

If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.

How to file a complaint with NAPIT (for complaints against scheme members)

If you remain dissatisfied after the results of your complaint investigation, you are within your rights to file a complaint with one of the leading Government schemes, NAPIT. NAPIT is an accredited membership scheme operator in the building services and fabric sector. They can review complaint resolutions made to the installer and take action if they believe the complaint was not resolved in a manner that achieves compliance.

NAPIT

Telephone: 0345 543 0330

Email: info@napit.org.uk

What if I’m still dissatisfied?

After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can contact:

Trading Standards

England and Wales – contact the consumer helpline on 0808 223 1133 (Welsh speakers call 0808 223 1144) or visit www.adviceguide.org.uk

Citizens Advice Bureau

Adviceline (England) 0800 144 8848

Advicelink (Wales) 0800 702 2020

www.citizensadvice.org.uk

Getting help to make your complaint

We understand you may be unable, or even reluctant, to make a complaint yourself. We accept complaints from representative(s) of the person who is dissatisfied with our service. We will accept complaints from a friend, relative, or an advocate, providing we have received your consent that they will be helping on your behalf.