Complaints Procedure for HSS Group Ltd
At HSS Group Ltd, we are dedicated to delivering exceptional service and addressing any concerns you may have. Our comprehensive complaints procedure ensures that all issues are handled promptly, professionally, and transparently.
1. How to Make a Complaint
- Contact Us Directly: We encourage you to contact us at your earliest convenience if you have a complaint. You can reach us through the following methods:
- Email: info@hsservices.co.uk
- Phone: 03303320091
- Online Form: Visit our website to fill out the online complaint form.
- Details Required: To facilitate a swift resolution, please provide:
- Your full name, contact details, and preferred method of communication.
- A detailed account of your complaint, including dates, times, and locations, if applicable.
- Copies of any relevant documents, such as contracts, invoices, or correspondence.
- Your desired outcome or resolution.
2. Acknowledgment of Complaint
- Immediate Acknowledgment: We will acknowledge receipt of your complaint within 2 business days, either via email or phone, confirming that we have received your complaint and are investigating it.
- Reference Number: You will be assigned a unique reference number for your complaint, which should be used in all future communications.
3. Investigation Process
- Initial Assessment: Our complaints team will conduct an initial assessment to determine the nature and complexity of the complaint.
- Investigation: A thorough investigation will be carried out, involving:
- Gathering all relevant information and documentation.
- Speaking with any staff members involved.
- Reviewing our records and systems.
- Timeline: We aim to resolve complaints within 10 business days. If further investigation is required, we will inform you of the delay and provide an estimated resolution date.
4. Resolution and Feedback
- Outcome Communication: Once the investigation is complete, we will contact you with the outcome, detailing any actions taken or proposed solutions.
- Feedback Request: We will seek your feedback on the resolution process to ensure your satisfaction and to identify any areas for improvement.
- Satisfaction Confirmation: If you are satisfied with the resolution, we will consider the matter closed. If not, you may escalate your complaint as outlined below.
5. Escalation Process
- Senior Management Review: If your complaint remains unresolved, you may request a review by a senior manager. Please provide your reference number and any additional information that may assist in the review.
- External Review Options: Should you remain dissatisfied after the internal review, you have the right to seek advice or escalate your complaint to an external body, such as:
- Consumer protection agencies
- Industry regulators
- Legal advisors
6. Continuous Improvement
- Complaint Analysis: All complaints are logged and analyzed to identify trends, root causes, and areas for improvement.
- Policy Review: We regularly review and update our complaints procedure to enhance our service quality and client satisfaction.
Contact Information
For any questions, feedback, or to submit a complaint, please contact us at:
HSS Group Ltd
Email: info@hsservices.co.uk
Phone: 03303320091