Complaints Policy

 

1. Definition of a Complaint and Near-Miss Complaint

At 4 Cladding Services, we define a complaint as any verbal or written expression of dissatisfaction from a customer regarding our products, services, equipment availability, delivery performance, technical advice, communication, or staff conduct, where the customer expects a response or corrective action.

A near-miss complaint is any situation that causes inconvenience or has the potential to create dissatisfaction, but does not escalate into a formal complaint, because it does not fully impact the customer’s experience. This may include instances such as limited equipment availability, inability to support specific lifting requirements, scheduling issues, or delays that are recovered before affecting the customer.

Both complaints and near-miss complaints are recorded and reviewed to support continuous improvement and ensure high standards of customer service.

 

2. Customer Complaints & Near-Miss Reporting Procedure

2.1 Purpose

This procedure outlines how complaints and near-miss complaints are identified, recorded, investigated, and resolved to ensure consistent, transparent, and customer-focused service.

2.2 Identifying a Complaint

A matter should be treated as a formal complaint when a customer:

• Expresses dissatisfaction with our products, services, communication, conduct, pricing, or technical guidance;
• Indicates they are unhappy or expects action or improvement;
• States that they wish to make a complaint.

2.3 Identifying a Near-Miss Complaint

A near-miss complaint should be recorded when:

• An issue occurs that could reasonably lead to customer dissatisfaction;
• The customer experiences inconvenience but does not escalate to a formal complaint;
• The matter is resolved before it impacts the customer’s job or schedule;
• Examples include lack of machine availability, inability to support specific panel-lifting requirements, or delays that are recovered before causing disruption.

2.4 Recording the Issue

All complaints and near-miss complaints must be logged in the Complaints Log by Flora Squire, Customer Account Manager, including but not limited to the below details. Any member of staff taking details of the complaint must fill out a ‘Feedback Form’, and then pass the details on to Flora Squire.

• Date and time received;
• Customer name and contact details;
• Description of the issue;
• Category (Complaint or Near-Miss Complaint);
• Staff member handling the issue;
• Any immediate actions taken.

2.5 Acknowledgement

For formal complaints:

• Acknowledgement should be sent to the customer within one working day.
• Communication should include confirmation that the issue is being investigated and the expected timeframe for a response.

Near-miss complaints do not require customer acknowledgement unless a follow-up is necessary.

2.6 Investigation

The investigating staff member or manager will:

• Review the details of the case;
• Gather information from relevant departments (hire, workshop, transport, etc);
• Identify the root cause;
• Determine corrective actions.

2.7 Resolution

A response will be provided to the customer within the agreed timeframe, outlining:

• Findings of the investigation;
• Actions taken to resolve the issue;
• Steps being implemented to prevent recurrence (where relevant).

Near-miss complaints will be reviewed internally to identify improvement opportunities.

2.8 Escalation

If a complaint cannot be resolved at the first point of contact, it must be escalated to a Director. Customers should be informed whenever escalation occurs.

2.9 Review and Continuous Improvement

All complaints and near-miss complaints will be reviewed quarterly to:

• Identify trends
• Adjust stock levels or equipment availability planning
• Improve communication processes
• Train staff where needed
• Enhance overall service