Pearson Fuels Customer Complaints Procedure Policy

1. Introduction

At Pearson Fuels, we are committed to providing high-quality products and services to our customers. However, we understand that there may be occasions when our customers feel dissatisfied. This Customer Complaints Procedure Policy outlines our process for handling complaints to ensure they are dealt with promptly, fairly, and effectively.

2. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by Pearson Fuels or its staff that affects an individual customer or group of customers.

3. How to Make a Complaint

Customers can make a complaint through any of the following channels:
– In Person: Visit our main office during business hours.
– By Phone: Call our customer service team at 0161 427 1260
– By Email: Send an email to sales@pearsonfuels.co.uk
– By Post: Write to us at:
Pearson Fuels Marple Ltd
Rosehill Station Yard
Railway Road, Marple
Stockport
SK6 6HU

4. Information Required

To ensure we handle the complaint efficiently, we require the following information:
– Customer’s name and contact details
– Details of the complaint (including dates, times, and names of any staff members involved)
– Any supporting evidence or documents

5. Complaint Handling Process

1. Acknowledgement:
– We will acknowledge receipt of the complaint within 3 working days. This acknowledgement will be in writing (email or post) and will include the name and contact details of the person handling the complaint.

2. Investigation:
– We will conduct a thorough investigation of the complaint. This may involve reviewing records, speaking to staff members involved, and contacting the customer for further information if necessary.

3. Response:
– We aim to resolve all complaints within 15 working days. If the investigation takes longer, we will keep the customer informed of the progress and provide an expected resolution date.

4. Resolution:
– The outcome of the complaint will be communicated to the customer in writing. This will include a summary of the investigation, the conclusion reached, and any actions taken to address the issue.

6. Escalation Process

If a customer is not satisfied with the outcome of their complaint, they can request for the complaint to be escalated. The escalation process is as follows:
– First Level: The complaint will be reviewed by the Customer Service Manager.
– Second Level: If the customer remains dissatisfied, the complaint will be referred to the Operations Director.
– Final Level: As a last resort, the customer may refer the complaint to an external body such as the Consumer Ombudsman or Trading Standards.

7. Recording and Monitoring

All complaints will be logged and monitored to identify trends and areas for improvement. Regular reports will be reviewed by senior management to ensure the effectiveness of the complaints handling process.

8. Continuous Improvement

Pearson Fuels is committed to continually improving our services. Feedback from complaints will be used to identify training needs, improve processes, and enhance customer satisfaction.

9. Confidentiality

All complaints will be handled in accordance with our Privacy Policy and relevant data protection legislation. Customer information will only be shared with those involved in the investigation and resolution of the complaint.

10. Contact Details

For any queries or further information about our complaints procedure, please contact:

Customer Service Team
Pearson Fuels
sales@pearsonfuels.co.uk

Pearson Fuels Marple Ltd
Rosehill Station Yard
Railway Road, Marple
Stockport
SK6 6HU

Phone: 0161 427 1260

11. Review of Policy

This policy will be reviewed annually to ensure its effectiveness and compliance with relevant legislation.

Pearson Fuels Management Team
Date: 28 / 06 /2024