EPC KIRKLEES LIMITED COMPLAINTS PROCEDURE

EPC Kirklees are committed to providing a quality service; however, we may occasionally get things wrong or make mistakes and therefore, have a complaints procedure in place for your peace of mind and to redress any issues that may occur. EPC Kirklees sees complaints as constructive feedback which helps us to improve our processes in a manner that increases positive customer experience. Please do not hesitate to contact us using the procedures below should you feel the need to raise a concern with us, no matter how small or insignificant it may seem. Stage-1, Contact us The first stage is to talk to the operation manager, Ateeq Hussain, as he will be in the best position to put things right quickly. If we cant resolve your complaint immediately we will take a record of your concern and arrange the best way and time for getting back to you; we will usually endeavour to get back to you within five working days. Stage-2, Making it official We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them the chance to put things right. However, if you are still unhappy, the next stage is to forward your complaint in writing to Ateeq Hussain, setting out the details, explaining what you think went wrong and what you feel would put things right. After conducting a full investigation into your grievances we will acknowledge your letter with a full and official response which will normally be within two working weeks unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will let you know what action is being taken and inform you when to expect a full response from us. Stage-3, Taking your complaint to our Accreditation Scheme(s) In the unlikely event that you are not satisfied with EPC Kirklees decision/response, the next stage is to seek advice from outside the company and specifically refer your complaint to any of the following accreditation schemes depending on the accreditation number on your report(s). EPC KIRKLEES LIMITED is accredited with:NES Ltd under Accreditation Number NHER005340 Stroma Certification Ltd under Accreditation Number STRO002297 Quidos Accreditation under Accreditation Number QUID203344 Correspondence address: Ateeq Hussain, EPC Kirklees Ltd, 93 Thornton Lodge Road, Huddersfield, HD1 3SB Office: 01484 352452 Mobile: 07737556070

Ateeq Hussain 17th of December 2013