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Whilst DEAs are licensed
and trained to deliver the highest level of service, we recognise
that there may be occasions when a customer feels that they
are not fully satisfied and
may wish to seek a redress.
As a condition of license, when requested, all DEAs are required
to provide you with a
written copy of this complaints procedure. HIPACE Limited operates
a formal procedure
for handling customer complaints. In the interest of speedy
and satisfactory resolution,
you are asked to follow the process outlined below.
(a) In the first instance, you are asked to make reasonable
effort to informally resolve
the issue with the DEA conducting the survey or the relevant
staff at HIPACE Limited.
(b) If you are dissatisfied with the resolution offered
in (a) above you may take up the
matter with a director at HIPACE Limited. Recognising that sometimes
a minor
misunderstanding can lead to a major dissatisfaction, the directors
will seek to
resolve your complaint in an informal way. If you are unhappy
with the resolution
offered by the director(s) you may wish to make a formal complaints
as it is
outlined below.
(c) For a formal complaint you will be asked to provide
a written summary of the nature
of your complaints and a chronology of events leading to your
dissatisfaction.
Within 5 working days of receipt of your complaint you will
be sent an
acknowledgment that it has been received and it is being examined.
(d) The managing director of HIPACE Limited would use
his best endeavour to
examine the nature of your complaint and your supporting evidence/
statements.
The managing director may also review original site notes, photographs
and other
supporting information to ascertain as much relevant information
as possible and
to assist in the making of a decision.
(e) The managing director shall use his best endeavours
to provide you with a written
response within 21 working days of receipt of your formal complaint.
If longer time
is needed, you will be notified and an explanation made as to
why this longer period
of time is required. The managing director may recommend ways
to help resolve
your complaint.
(f) If you are still dissatisfied with the responses
received in (c), (d) and (e) you may
escalate your complaint to the DEA's accreditation authority.
If you are not already
aware of the name and contact details of the relevant accreditation
authority this
information will be made available to you upon request.
(g) The accreditation authority may refer your complaint
to an independent
adjudication service. All accredited DEAs are obliged to fully
co-operate with
the independent intermediary. The decision of this arbitration
shall be binding on
all parties unless it is overruled by a court of law in England
and Wales.
(h) This process for dealing with complaints is intended
to help parties pursue
legitimate complaints and resolve them quickly, with minimum
cost and to ensure
the quality of service provided by the DEA is maintained. However,
this process
does not affect your statutory rights in any way or prevent
you from pursuing
a complaint through the courts.
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