Trust Mark
Name of company
Eco FM Hull Ltd
Insurance Provider
Q Underwriting Services Ltd
Employers Liability: £10,000,000 - TP1024964
Public Liability: £5,000,000 - TP1024964
Complaints Policy
We are committed to providing high-quality services to all our clients. If something goes wrong, we want to hear about it. Your feedback helps us improve our standards and address any issues promptly.
If you have a complaint, please contact us with the details. We have up to eight weeks to resolve your complaint. If we have not resolved it within this time, you may refer the matter to Trading Standards.
What will happen next?
Acknowledgement:
We will send you a letter or email acknowledging receipt of your complaint within seven working days. This will include a copy of this procedure.
Investigation:
Your complaint will be reviewed by a member of the management team, who will examine your file and speak to any staff members involved.
Meeting (if applicable):
A member of the management team will invite you to a meeting to discuss and hopefully resolve your complaint. This will take place within 14 days of sending the acknowledgement letter.
Follow-up after meeting:
Within five working days of the meeting, you will receive a written summary confirming what was discussed and any solutions agreed upon.
Written response (if no meeting):
If a meeting is not possible or preferred, we will send you a detailed written reply, including our suggestions for resolving the issue, within 21 days of the acknowledgement letter.
Further review:
If you are not satisfied with the outcome, you may request a review. Senior Management will re-evaluate your complaint.
Final response:
We will send a final written response within 14 days of your request for a review, outlining our final position and the reasons for our decision.
Escalation:
If you are still not satisfied, you can contact Trading Standards for further assistance.
Customer Charter