Introduction

    Ryan Holden Electrical is committed to providing a high standard of service to all our customers. We take complaints seriously and use them as an opportunity to improve our services. This procedure outlines how we handle complaints in accordance with NAPIT standards.

    Scope

      This complaints procedure applies to all complaints made by customers regarding the services provided by Ryan Holden Electrical.

      How to Make a Complaint

        Complaints can be made in the following ways:

        • In Writing: Send a letter to Ryan Holden Ltd, 89 Ibbetson Oval, LS27 7RY.
        • By Email: Send an email to complaints@ryanholden.co.uk.
        • By Phone: Call us on 07727 285 299

        Information Required

        When making a complaint, please provide the following information:

        • Your name and contact details.
        • A clear description of your complaint.
        • What you would like us to do to resolve the complaint.
        • Any relevant documentation or evidence.

        Acknowledgment

        We will acknowledge receipt of your complaint within 2 working days. This acknowledgment will include:

        The name and contact details of the person handling your complaint.
        An outline of the next steps in the complaints process.

        Investigation

        Your complaint will be investigated thoroughly and fairly by a member of our team who was not directly involved in the matter that led to the complaint if possible. This may involve:

        • Reviewing all relevant documentation.
        • Speaking with the employees involved.
        • Contacting you for further information if necessary.

        Response

        We aim to respond to complaints within 10 working days. Our response will include:

        • A summary of our findings.
        • Any actions we have taken or will take to address the issue.
        • Any proposals to resolve your complaint.

        Escalation

        If you are not satisfied with our response, you can request a review of your complaint. This request should be made within 10 working days of receiving our response. The review will be conducted by a senior member of our team. We aim to complete the review within 10 working days.

        External Review

        If you remain dissatisfied after the internal review, you can escalate your complaint to NAPIT. Their contact details are:

        NAPIT (National Association of Professional Inspectors and Testers)
        Email: info@napit.org.uk
        Phone: 0345 543 0330
        Website: NAPIT Website

        Record Keeping

        We maintain records of all complaints, investigations, and outcomes. This information is used to monitor and improve our services.

        Confidentiality

        All complaints will be handled in strict confidence, and we will ensure that your personal information is protected.

        Continuous Improvement

        We review our complaints procedure regularly to ensure it meets the needs of our customers and complies with industry standards.

        Contact Us

        If you have any questions about this complaints procedure, please contact us at info@ryanholden.co.uk.