COMPLAINTS POLICY AND PROCEDURE
It is the policy of Interlay Driveways Limited to provide a high quality service to everyone we deal with. In order to do this we need you to give us any comments about our service, and to tell us when we get things wrong.
We want to help you resolve your complaint as quickly as possible. We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.
WHAT IS A COMPLAINT
A complaint is an expression of dissatisfaction, whether justified or not. Our policy covers complaints about:
The standard of service we provide.
The behaviour of our staff.
OUR COMPLAINTS POLICY DOES NOT COVER
Comments about our policies or policy decisions
Dissatisfaction with our policies or decisions about individual cases
Matters that have already been fully investigated through this complaints procedure
Anonymous complaints
OUR STANDARDS FOR HANDLING COMPLAINTS
We treat all complaints seriously, whether they are made by telephone, by letter, or by email.
Customers will be treated with courtesy and fairness at all times
We will treat all complaints in confidence within the company
We will deal with customer complaints promptly:
CONFIDENTIALITY
All complaints received will be dealt with confidentially and in accordance with the requirements of the General Data Protection Regulation. (GDPR)
STATUTORY RIGHTS
Our complaints policy does not impair your statutory rights.
HOW TO COMPLAIN
We prefer complaints to be made by email = info@interlaydriveways.co.uk
Phone calls and texts can be unreliable so please avoid this if possible.
TIMESCALES
WITHIN 48 HOURS OF RECEIPT OF THE COMPLAINT
Notify the complainant by email where possible that the complaint has been received.
WITHIN 7 WORKING DAYS OF RECEIPT OF THE COMPLAINT
Notify the complainant by email where possible of our complaint handling procedure.
WITHIN 28 DAYS
Make reasonable endeavours to investigate and resolve the complaint
EXTENDING TIME LIMITS
We aim to complete all complaints within the timescales above; however, if there is a shortage of materials or adverse weather it may be necessary to extend the time limit.
If this is the case we will keep the complainant informed of progress with the investigation, the reasons for the delay, and inform them of the new deadline.
This website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. Cookie settingsACCEPT
Privacy & Cookies Policy
Privacy Overview
This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.