Complaint Policy
At Sinera Electrical Services, we are committed to delivering exceptional electrical services with the highest levels of professionalism, quality, and customer satisfaction. We value your feedback, and if your experience falls short of your expectations, we want to know. This Complaint Policy outlines our commitment to addressing and resolving any complaints you may have.
1. Purpose
Our complaint policy aims to ensure that all customer complaints are handled fairly, promptly, and professionally. We seek to resolve complaints eƯiciently, allowing us to improve our services and maintain our high standards.
2. Scope
This policy applies to any customer or client who has received services from Sinera Electrical And Property Maintenance Ltd. and wishes to raise a concern or complaint regarding our work, service quality, or conduct.
3. How to Make a Complaint
If you are dissatisfied with any aspect of our service, please contact us through one of the following methods:
- Email: info@sineraelectrical.co.uk
- Phone: 02036332995
- Mail: Sinera Electrical, 56 Chilver Street. London, SE10 0RH
4. Complaint Process
Step 1: Acknowledgement
We will acknowledge receipt of your complaint within 10 working days. This initial response may include requests for additional information to assist us in fully understanding your concerns.
Step 2: Investigation
Once we have received all relevant information, we will begin an internal investigation. This process may include reviewing service records, speaking with team members involved, and examining any other necessary documentation.
Step 3: Response
We aim to respond to all complaints within 10 working days. Our response will detail the findings of our investigation, the steps we are taking (or have taken) to resolve the issue, and any corrective actions to prevent future occurrences.
Step 4: Resolution
Where possible, we aim to reach a resolution that is satisfactory to both parties. If you are satisfied with our response, we will consider the matter closed. If you remain dissatisfied, you can request further review.
5. Escalation Process
If you are not satisfied with our initial response, you may request a further review. The matter will then be escalated to a senior manager who will review the case and respond within 10 working days.
6. Continuous Improvement
All complaints are recorded and analyzed regularly to identify patterns or areas for improvement. Your feedback is essential to help us uphold and improve our standards of service.
7. Confidentiality
All complaints are handled confidentially and in accordance with applicable data protection laws. We are committed to protecting your privacy and personal information throughout the complaint handling process.