Standards of Service:
We do all we can to make sure that you are given the highest possible standard of service. Unfortunately, mistakes and misunderstandings sometimes happen.  If you have a problem, we like to know about it as soon as possible so that we can put matters right.  This leaflet explains how we deal with problems that you tell us about.

What happens now:
We are sorry that you have had to contact us with a complaint. Please be assured that your complaint will be handled in accordance with our internal complaints procedures. We will ensure that:
• Your complaint is dealt with thoroughly
• You receive a detailed response to the concerns you have raised
• Your complaint is dealt with in accordance with the rules set out by Quality Electrical Ltd

Our complaints handling procedure is outlined below:
• We may be able to acknowledge and resolve your complaint within 5 working days of its receipt
• If this is not possible, we will send you a written acknowledgement within 5 days of its receipt, giving you the name of the person handling your complaint and tell you when you can expect to hear from us, this will normally be within 4 weeks of receiving details of your complaint

Who will deal with your complaint:
• In the first instance, a senior member of staff will deal with your complaint
• If the first point of contact has been unable to resolve the complaint to your satisfaction, a senior manager will review your complaint and issue a final response
• If you are unhappy with the final response issued by a senior manager you may be able to refer your complaint to the Director of the company.  You will be given those details with a final response letter

We usually get things right:
We are proud of the standard of service we provide and are always delighted to hear from customers who have received excellent service.  If you want to tell us about an example of something that has impressed you, please write to us at the address listed below