Complaints Policy

Introduction

Eco Ridge Services is committed to providing high-quality services and maintaining positive relationships with our clients. However, we recognise that sometimes things may not go as expected. This policy explains how you can raise a complaint and how we will handle it.

Our Commitment

When handling complaints, we commit to:

• Treating all complaints seriously and fairly
• Handling complaints promptly and efficiently
• Investigating complaints thoroughly
• Providing clear and honest responses
• Taking appropriate action to resolve issues
• Learning from complaints to improve our services
• Treating complainants with courtesy and respect

What Is a Complaint?

A complaint is an expression of dissatisfaction about the service provided by Eco Ridge Services, the actions or conduct of our staff, or a failure to meet expected standards. This may include concerns about the quality of work, delays, communication, or the behaviour of our personnel.

How to Make a Complaint

You can submit a complaint by contacting us at:

When submitting a complaint, please include:

• Your name and contact details
• The address or project reference (if applicable)
• A clear description of your complaint
• Dates and details of any relevant events
• The names of any staff involved (if known)
• Any supporting documentation
• What outcome you are seeking

Complaints Procedure

Stage 1: Initial Review

• We will acknowledge receipt of your complaint within 3 working days
• Your complaint will be assigned to an appropriate person for investigation
• We will aim to provide a full response within 10 working days
• If more time is needed, we will inform you of the revised timescale

Stage 2: Escalation

If you are not satisfied with the response at Stage 1, you may request that your complaint be escalated to a senior manager. To do this:

• Submit your request in writing within 10 working days of receiving the Stage 1 response
• Explain why you remain dissatisfied
• A senior manager will review the complaint and previous response
• We will aim to provide a final response within 15 working days

Stage 3: External Review

If you remain dissatisfied after completing our internal complaints process, you may be able to refer your complaint to an external body depending on the nature of your concern and the client organisation involved.

Confidentiality

All complaints will be handled with appropriate confidentiality. Information will only be shared with those who need to be involved in the investigation and resolution process.

Anonymous Complaints

While we prefer to receive complaints with contact details so that we can respond directly, we will consider and investigate anonymous complaints where there is sufficient information to do so.

Unreasonable Behaviour

We are committed to dealing with complaints fairly, but we expect complainants to behave reasonably towards our staff. We reserve the right to restrict contact or discontinue correspondence if behaviour becomes abusive, threatening, or vexatious.

Learning from Complaints

We use feedback from complaints to improve our services. Complaint data is reviewed regularly to identify trends and areas for improvement.

Contact

To submit a complaint or for any questions about this policy, please contact [email protected].