Complaints Policy

In the unlikely event of a complaint, below is Housedale’s  procedure on how to do so:
 

Upon receiving the complaint all information will be logged onto our Complaints Register, an acknowledgement letter will be sent out to the client, and the complaint will then be investigated within a week of the complaint being reported

 

If the complaint is Justified:
 

• If the complaint is justified, Housedale will contact the client to discuss the details of any remedial work and/or discuss any possible compensation

• The customer will be asked to confirm in and agree in writing that the remedial works and/or compensation is agreed

• The Complaints Register is updated

• After the remedial works has been carried out, a letter or email will be sent out by Housedale to the client confirming the complaint has been resolved

• The Complaints Register is once again updated and the case is closed

 

If the complaint is Unjustified:
 

• In the eventuality that Housedale concludes that the complaint is not justified, a letter or email will be sent out to the client clearly detailing the reasoning

• The Complaints Register is updated

• If the client still feels unsatisfied, the client may still pursue the matter further with NICEIC, Housedale’s governing body

 

We sincerely hope that there should never be a need to complain, however if in the unlikely event , all complaints will be dealt in a warm, friendly and professional manner.