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Complaints Procedure

Complaints Procedure

Last Updated: 04/08/2024

At Coolservice Refrigeration Limited ("Company", "we", "us", or "our"), we are committed to providing high-quality service and addressing any issues that may arise. This Complaints Procedure outlines how you can raise a complaint, how we will handle it, and the steps involved in resolving it.

1. Making a Complaint
If you are dissatisfied with our service or have a concern that you would like to raise, please follow these steps:

1.1 Initial Contact
Email: Send your complaint to coolservicegb@gmail.com.
Phone: Call us at 07766545208.
Post: Write to us at 35 St. Thomas's Road, Chorley, PR7 1HP, United Kingdom.
Please provide the following information when making your complaint:

Your full name
Contact information (email address and phone number)
Details of the complaint, including dates and times
Any relevant documents or evidence


1.2 Acknowledgement
Upon receiving your complaint, we will acknowledge receipt within 5 working days. This acknowledgement will include a summary of your complaint and an outline of the next steps in the process.

2. Investigation Process


2.1 Review
We will conduct a thorough investigation of your complaint. This may involve reviewing relevant records, interviewing staff members, and gathering additional information if needed.

2.2 Resolution
We aim to resolve complaints promptly and fairly. You will receive a written response detailing the outcome of our investigation, any actions taken, and any steps we will take to prevent a recurrence of the issue.

3. Escalation
If you are not satisfied with the outcome of our investigation or the resolution provided, you can escalate your complaint to the following:

3.1 Second Review
Request a second review of your complaint by contacting our customer service team. This review will be conducted by a senior member of our staff who was not involved in the initial investigation.

3.2 External Resolution
If you are still dissatisfied after the second review, you may escalate your complaint to an external dispute resolution service. In the UK, this may include:

Consumer Ombudsman: Provides independent resolution of disputes between consumers and businesses.
Trade Associations: If applicable, the relevant trade association may offer a resolution process.


4. Timeline
We will aim to resolve your complaint within 14 working days from the date of receipt. If the investigation is complex and requires more time, we will inform you of the progress and provide an estimated timeline for resolution.

5. Record Keeping
We maintain records of all complaints and their resolutions. This helps us monitor and improve our service quality. Records will be kept confidential and in compliance with data protection laws.

6. Contact Us
If you have any questions about this Complaints Procedure or need assistance with making a complaint, please contact us at:

Email: coolservicegb@gmail.com
Phone: 07766545208
Post: 35 St. Thomas's Road, Chorley, PR7 1HP, United Kingdom
 

 

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