Complaints Procedure

In the unlikely event that you need to make a complaint please e-mail enquiries@control-point.co.uk

Your complaint will be handled as follows:

Policy

In the event of a customer complaint, investigation, corrective action and improvement shall be undertaken. All customer complaints shall be:

• Treated seriously whether they are made by telephone, e-mail or letter
• Dealt with confidentially
• Recorded and actions taken in a timely manner (taking into consideration the urgency/seriousness of the complaint)

Purpose

To ensure we address complaints about our:

• Standards of service
• Staff behaviour
• Action or lack of action that has adversely affected the complainant

Procedure

Upon receipt of a complaint a 'Customer Complaint Action Report' will be generated along with a unique CCAR report number.

Initial investigations will be undertaken to assess the validity of the complaint & decide who within Control Point will be responsible for the investigation.

The CCAR form will be completed by the person taking responsibility detailing all required Improvements & Corrective Actions. A copy of the report will be retained on file.