CUSTOMER FEEDBACK
COMPLIMENTS
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It is always good to hear when we do a job well. It would be great if you could let us know when we’ve got things right. We can then pass on your compliments on to our employee(s) and contractors too.
COMMENTS
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We want to hear your comments about the service you received. We can then use them to change or improve our service.
SATISFACTION SURVEY
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Your Customer Experience Coordinator will ask you to fill in a customer satisfaction questionnaire at the end of the work. We would appreciate it if you could take a few moments to fill in the questionnaire. Your feedback is invaluable to us and will help to improve our service.
DATA PROTECTION
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Visit Esh Group’s Privacy Policy here to find out how we manage your data.
COMPLAINTS
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We know that in all organisations, things can go wrong. The most important thing is that if something does go wrong, we can sort it out quickly and smoothly.
If you have a complaint you should speak to your Customer Experience Coordinator first, tell them about the problem and give them the opportunity to put it right if they can.
If you are not happy with the outcome, or do not want to discuss the problem with the Customer Experience Coordinator, please contact the Site Manager.
Generally, we can easily sort a problem at this stage.
If you are not happy with the outcome of your initial complaint, you can put it in writing to us. There are three stages to our formal complaints procedure:
STAGE 1
Your complaint will be logged and fully investigated. You will receive a response within 10 working days.
STAGE 2
If you are unhappy after our first stage response, please write to us with further evidence to support your grounds to appeal. You will receive a response within 10 working days.
STAGE 3
If you are not happy with how your complaint has been dealt with at stage 2, please write to us. Your letter should include evidence to support your grounds to appeal. Your complaint will be dealt with by a senior manager.
