Complaints

Tri Project Construction LTD: Complaints Procedure

At Tri Project Construction LTD, we are committed to providing high-quality services and ensuring customer satisfaction. We understand that sometimes things can go wrong, and when they do, we want to hear about it. Your feedback is invaluable in helping us improve our services.

This procedure outlines how you can make a complaint and what you can expect from us in response.

Our Commitment to You:

• We will treat your complaint seriously, fairly, and confidentially.
• We will investigate your complaint thoroughly and impartially.
• We will aim to resolve your complaint promptly and to your satisfaction.
• We will use your feedback to improve our services and prevent similar issues from occurring.

How to Make a Complaint:

We encourage you to submit your complaint in writing to ensure all details are accurately recorded. You can do this via email or post.

Step 1: Initial Contact

Please provide as much detail as possible to help us understand and investigate your complaint effectively. Include:

• Your full name and contact details (phone number, email, and postal address).
• The project name or address related to your complaint.
• A clear description of what went wrong, including dates, times, and any relevant individuals involved.
• Copies of any supporting documents (e.g., contracts, emails, photos).
• What you would like us to do to resolve the issue.

You can send your complaint to:

• Email: [email protected]
• Post: 126 High Street, Godstone, England, RH9 8DX

Step 2: Acknowledgment and Investigation

• Acknowledgement: We will acknowledge receipt of your complaint in writing (via email or post, depending on how you contacted us) within 3 working days of receiving it. This acknowledgment will include a unique reference number for your complaint and the name of the person who will be handling it.
• Investigation: Your complaint will be assigned to a dedicated member of our team who will conduct a thorough investigation. This may involve reviewing records, speaking with relevant staff members, and gathering additional information. We may contact you for further clarification if needed.

Step 3: Our Response

• We aim to provide a formal written response to your complaint within 10-20 working days from the date of acknowledgment.
• Our response will explain the outcome of our investigation, any actions taken, and our proposed resolution.
• If, for any reason, our investigation is taking longer than anticipated, we will keep you informed of the delay and provide an estimated new response date.

Step 4: Escalation (Internal Review)

If you are not satisfied with our initial response or proposed resolution, you can request an internal review.

• Please notify us in writing within 10 working days of receiving our response, stating why you are dissatisfied and what further action you believe is necessary.
• Your complaint will then be escalated to a senior manager or director for an independent review.
• We will acknowledge your request for an internal review within 5 working days and provide a final response within 15 working days of the escalation request.

Step 5: External Resolution (If Still Unresolved)

If, after completing our internal complaints procedure, you remain dissatisfied, you may be able to refer your complaint to an independent external body.

• Construction Industry Council (CIC) Approved Inspector Register: For complaints related to the conduct of Approved Inspectors in building control (if applicable to the nature of your complaint and our services).
  – Considerate Constructors Scheme
  – Construction Industry Council
• Citizens Advice: For free, independent advice on consumer rights and how to pursue your complaint further.
  – Citizens Advice
• Alternative Dispute Resolution (ADR) Schemes: Depending on the nature of the complaint and our industry affiliations, we may be part of an ADR scheme. We will provide details of any relevant ADR schemes in our final response if applicable.
• Legal Ombudsman: For certain types of complaints, particularly those involving legal services.
  – Legal Ombudsman

You typically have up to 6 months after receiving a final response from us (or after 8 weeks have passed since your initial complaint if you haven’t received a final response) to escalate your complaint to an external body.

Record Keeping:

We will keep a confidential record of all complaints received, their investigation, and resolution. This helps us track issues, identify trends, and continuously improve our service delivery.