Complaints procedure

Celtech Consultancy recognises the importance of customer complaints as a valuable form of feedback about its services. We are committed to using this information to help drive forward improvements.

This procedure outlines the aims of the business in dealing with complaints and sets out what the client can expect when making a complaint regarding our services.

Our definition of a complaint

Any complaint is about letting the business know that the client is not happy with our services. We welcome any feedback. The complaint may be about delays, lack of response, discourtesy, or short falls in the standard of service.

How we aim to deal with your complaint

We aim to give our customer a fair, consistent and structured process to secure a remedy for failures in the delivery of our services.

We will benefit from all complaints made. We will use the outcome of any complaint as a positive method of monitoring performance and improving our services.

We will be monitoring all complaints received and will classify complaints under certain categories such as inadequate service, delays or decision making etc.

By analyzing complaints we aim to highlight specific areas of our service provision where improvement is needed.

To ensure that the way we deal with our complaints is a quality process and following feedback from our customers we have set ourselves the following objectives:

• to improve the quality of the services we provide;
  
• to improve our relationship with our client;
  
• to encourage best practice and consistency
  
• to provide training for our staff
  
• have your views heard;
  
• receive a good-quality service;
  
• expect prompt action when our performance is below standard, balanced by the resources we have available.
  
• advise the client the standard of service they should expect, including a time limit for replying to your complaint and details regarding your right of appeal;
  
• explain the code of practice for handling complaints;
  
• ensure we monitor complaints;
  
• ensure we meet our standards;
  
• be regularly reviewed following your feedback
  

Your complaint should be addressed to:

Wes Evans - Managing Director
Celtech Consultancy Ltd
18 Charles Street
Caerphilly
CF83 3AQ

Construction Industry Council

If our client or other interested parties are still dissatisfied with the outcome or way in which our company has investigated the complaint, the Registrar of the Construction Industry Council may be asked to investigate the matter further.

The contact details for the Registrar are:

The Registrar
Construction Industry Council
26 Store Street
London
WC1E 7BT

Telephone: 020 7399 7400
Facsimile: 020 7399 7425

email:registrar@cic.org.uk
We welcome helpful criticism by the Construction Industry Council. In addition, our objective must be to identify our own failures and resolve them reasonably and quickly.