Energy Group Customer Complaints Policy
It is Energy Group’s (Energy Generator Hire Ltd, Energy Generator Sales Ltd, Energy Haulage Ltd) policy to handle complaints as part of the overall strategy to satisfy the needs of customers using our services. Expressions of dissatisfaction will be considered as important as complaints and plans put in place to remedy the service.
- Complaints will be handled:
- Confidentially
- Fairly
- Promptly
- Staff will endeavour to:
- Be courteous to the complainantÂ
- Respond positivelyÂ
- Offer constructive solutionsÂ
- Formal written complaints will be:
- RecordedÂ
- Acknowledged within 14 daysÂ
- Notified to Senior ManagementÂ
- The complaints procedure will be:
- Publicly displayed on Energy Groups three main websites
- Monitored regularly as per our BSI ISO 9001 Quality Management SystemÂ
- Reviewed and evaluated periodically as per our BSI ISO 9001 Quality Management System
- Anonymous Feedback from customers or word of mouth:
- Will be analysedÂ
- Discussed with the Divisional Manager
- Discussed with the Managing Director
- Corrective action implemented where appropriate
- MonitoredÂ
Submitting complaints or feedback
To submit your complaint or feedback confidentially to the Energy Group, please send an email with releavant information to customerservice@energygeneratorhire.co.uk