Complaints Policy

Complaints Policy of Solent Scaffolding Ltd

Solent Scaffolding Ltd views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure everyone at Solent Scaffolding Ltd knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Solent Scaffolding Ltd.

Where Complaints Come From

Complaints may come from any person or organisation who has a legitimate interest in Solent Scaffolding Ltd. This may include customers, contractors, suppliers, neighbours, or members of the public.

A complaint can be received verbally, by phone, by email or in writing.

This policy does not cover complaints from staff, who should use Solent Scaffolding Ltd’s internal grievance procedures where appropriate.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility & Review

Overall responsibility for this policy and its implementation lies with company management. This policy is reviewed regularly and updated as required to ensure continued effectiveness.

Publicised Contact Details for Complaints

Written complaints may be sent to:

Solent Scaffolding Ltd
Old Oak Farm, Romsey Road, A31
Cadnam, Southampton
SO40 2NN

Email: via website contact form
Website: https://www.solentscaffolding.com
Telephone: 023 8124 4251

Verbal complaints may be made by phone or in person to any Solent Scaffolding Ltd representative.

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.

Complaints received by telephone or in person need to be recorded.

The person who receives a phone or in person complaint should:

• Write down the facts of the complaint
• Take the complainant’s name, address and telephone number
• Note down the relationship of the complainant to Solent Scaffolding Ltd, for example client, contractor, neighbour or member of the public
• Tell the complainant that we have a complaints procedure
• Tell the complainant what will happen next and how long it will take
• Where appropriate, ask the complainant to send a written account by post or email so that the complaint is recorded in the complainant’s own words

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be passed to management within 48 hours.

On receiving the complaint, it will be recorded. If it has not already been resolved, an appropriate person will be assigned to investigate it and take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged within 7 working days. The acknowledgement should say who is dealing with the complaint and when the complainant can expect a reply.

Ideally, complainants should receive a definitive reply within 4 weeks. If this is not possible, for example where further investigation is required, a progress update will be provided along with an indication of when a full response will be given.

Whether the complaint is justified or not, the reply to the complainant will describe:

• The action taken to investigate the complaint
• The conclusions from the investigation
• Any action taken as a result of the complaint

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Director level.

The request for review should be acknowledged within 7 working days of receiving it. The acknowledgement should confirm who will deal with the case and when the complainant can expect a reply.

The person handling Stage Two complaints may investigate the facts themselves or delegate a suitably senior person to do so. This may involve reviewing documentation and speaking with relevant individuals.

If the complaint relates to a specific person, they will be informed and given a further opportunity to respond.

Ideally, complainants should receive a definitive reply within 2 weeks. If additional time is required, a progress update will be provided.

Whether the complaint is upheld or not, the reply to the complainant will describe:

• The action taken to investigate the complaint
• The conclusions from the investigation
• Any action taken as a result of the complaint

The decision taken at this stage is final, unless Solent Scaffolding Ltd decides it is appropriate to seek external assistance with resolution.

Monitoring and Improvement

Complaints are monitored to identify trends, recurring issues, and opportunities for improvement. Where necessary, procedures, training, or working practices may be updated to prevent similar complaints in the future.

Solent Scaffolding Ltd is committed to continuous improvement and delivering high standards of service across all projects.