Complaints Policy

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1. Definitions

1.1 In this Complaints Policy, the following expressions have the following meanings:

“Business Day” means any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in England.
“Complaint” means a complaint about our services or customer service.
“Complaints Policy” means this document.
“Complaints Procedure” means our internal complaints handling procedure which is followed when handling a Complaint.
“Complaint Reference” means a unique number assigned to your Complaint that will be used to track your Complaint.
“External Resolution” means the referral of your Complaint to an external body or organisation for resolution if you are not satisfied with the outcome.

2. Purpose of this Complaints Policy

2.1 We welcome and encourage feedback of all kinds from our customers. If you have a Complaint about our services or customer service, not only do we want to resolve it to your satisfaction, but we also want to learn from it in order to improve our business and customer experience in the future.

2.2 It is our policy to resolve Complaints quickly and fairly, where possible, without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:

2.2.1 To provide a clear and fair procedure for any customers who wish to make a Complaint about our services or customer service.
2.2.2 To ensure that everyone working for or with us knows how to handle Complaints made by our customers.
2.2.3 To ensure that all Complaints are handled equally and in a fair and timely fashion.
2.2.4 To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.

3. What this Complaints Policy Covers

3.1 This Complaints Policy applies to our provision of services and customer service.
3.2 For the purposes of this Complaints Policy, any reference to us, BM Electricals, also includes our employees.
3.3 Complaints may relate to any of our activities and may include (but not be limited to):

3.3.1 The quality of customer service you have received from us.
3.3.2 Delays, defects, poor workmanship or other problems associated with the provision of services.

3.4 The following are not considered to be Complaints and should therefore be addressed accordingly:

3.4.1 General questions about our services.
3.4.2 Matters concerning contractual or other legal disputes.
3.4.3 Formal requests for the disclosure of information, for example, under the Data Protection Act.

4. Making a Complaint

4.1 All Complaints, whether they concern our services or customer service, should be made in one of the following ways:

4.1.1 By email, addressed to BM Electricals at info@bmelectricals.co.uk
4.1.2 By telephone: 03300439059

4.2 When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

4.2.1 Your name, address, telephone number, and email address.
4.2.2 If you are making a Complaint on behalf of someone else, that person’s name and contact details, as well as your own.
4.2.3 If you are making a Complaint about a particular transaction, the reference number.
4.2.4 Further details of your Complaint, including, as appropriate, all times, dates, events, and people involved.
4.2.5 Details of any documents or other evidence you wish to rely on in support of your Complaint.
4.2.6 Details of what you would like us to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take).

5. How We Handle Your Complaint

5.1 Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction without further recourse to External Resolution. If you are not satisfied with the resolution of your Complaint, you may refer it to External Resolution as detailed below.

5.2 Upon receipt of your Complaint, we will log the Complaint in our complaints log and will acknowledge receipt of it in writing within 5 days, giving you a Complaint Reference.

5.3 When we acknowledge receipt of your Complaint, we will also inform you of who is to handle your Complaint.

5.4 If we require any further information or evidence from you, we will contact you as quickly as is reasonably possible.

5.5 We aim to resolve Complaints within 14 days. If this is not possible, you will be informed of the delay, the likely length of the delay, and the reasons for it.

5.6 At the conclusion of the complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions, and any action taken as a result.

5.7 If you are not satisfied with the resolution of your Complaint, you may seek External Resolution by referring it to the NICEIC: Warwick House, Houghton Hall Park, Houghton Regis, Bedfordshire, LU5 5ZX.

Email: complaints@certsure.com
Telephone: 01582 539036

6. Confidentiality and Data Protection

6.1 All Complaints and information relating thereto are treated with the utmost confidence.
6.2 We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes.
6.3 All personal information will be collected, used and held in accordance with the UK GDPR and Data Protection Act 2018.

7. Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact us:

📞 Telephone: 03300439059
📧 Email: info@bmelectricals.co.uk

8. Policy Responsibility and Review

8.1 Overall responsibility for this Complaints Policy and its implementation lies with the Managing Director at BM Electricals.

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