COMPLAINTS PROCEDURE
Stage 1
You notify us of your complaint either via email to contracts@hbdsystems.co.uk or by phone on 01727 845600. The more evidence (including images and details) you are able to provide, the easier it will be to come to a quick resolution.
The complaint will then be registered with our team and an acknowledgement of this complaint will be sent back to you within 7 working days.
Stage 2
Complaints that are complex or require information to be obtained will be referred to the relevant manager by the contracts team.
With some complaints we will need to share the details of your complaint with the person or people who you have complained about, so that we can take account of the views of everyone involved. Be assured we will let you know if we have chosen to speak to manufacturers or staff.
We aim to provide a resolution to all complaints within 20 working days, with some complaints where we are required to wait for parts, this time will be extended. If this is the case we will contact you to inform you of the provisional date of resolution completion providing the relevant parts are received along with an estimate of how long it will take us to complete.
If required or requested we will provide a final reply stating what we have found, explain how and why we came to the conclusions we came to and details of the resolution provided.
Stage 3
If you are not satisfied with the response you have received at Stages 1 or 2 of the complaints procedure you can ask for your complaint to be reviewed by one of managers.
