Our Complaints Policy Explained...
For further information contact us on
0800 111 4493
Lewis and Lewis Ltd Customer Complaints Handling Procedure
At Lewis and Lewis Ltd we endeavour at all times to deliver a professional, caring and courteous service to all our customers.
If you feel we have not lived up to this promise or if you feel we can improve or enhance our existing services we would like to hear from you.
If you have a comment to make regarding our service you can write to the Director of Corporate Services at the address below. Your comments are important to us and you will receive a written response.
What will happen when you complain?
Lewis and Lewis Ltd’s standards of service are set out in our customer charter. While we work hard to provide a high quality service to our customers, we are aware that sometimes you may feel you did not receive the level of service from Lewis and Lewis Ltd as you would expected. As a result, and in keeping with our standards, we have in place a Customer Complaints Procedure.
Our standards for dealing with complaints:
- We will treat your complaint properly, fairly and impartially.
- We promise that making a complaint will have no implications on your dealings with our organisation in the future.
- We will apologise for any mistake once fully investigated, explain what happened and put it right where ever possible.
- We will change the way we do things to avoid making the same mistake in the future.
Complaints Procedure
Immediately:
Our aim is to resolve your complaint straightaway.
One Week:
If we haven’t resolved your complaint within one week, we’ll write to you:
1. Explain why we haven’t managed to resolve your complaint.
2. Tell you how long we expect to take to resolve it.
3. Tell you who is dealing with your complaint.
Two Weeks:
In most cases, we’ll resolve your complaint within two weeks. If we haven’t resolved it within two weeks, we’ll contact you (normally by phone) to update you.
After Two Weeks:
We’ll keep you informed on a regular basis until your complaint has been resolved. In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve. If this is the case, your complaint may be passed to our Board of Directors and will result in further investigations.
Eight Weeks:
In the unlikely event we can’t reach an agreement with you by the end of eight weeks, we’ll send you a ‘Final Response’ letter, which will explain our final position, or, a letter giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.
The address to write to is:
Lewis and Lewis Ltd
12 Devon Place
Newport
Tel: +44 (0) 1633 253 600 option 4
Fax: +44 (0) 1633 253 599
Email: contactus@lewisandlewisltd.com