Complaints Policy and Procedures
Complaints Policy and Procedures
How to register your complaint –
By Phone – you can call us on 0300 373 0726 and speak to one of our advisors who will try and resolve your complaint. If this is not possible this will be passed onto our complaints department who will investigate your complaint and get back to you by telephone.
By Email – you can register your complaint by emailing customerservice@aerial-install.co.uk
By post – you can write to us at – Customer Complaints, Aerial Services Scotland, Unit 1, 3 Bowerwalls Place, Barrhead, Glasgow, G78 1BF.
Whichever method you choose please make sure you include your full name, address including postcode, contact number and your receipt number.
What happens next?
We endeavour to investigate your complaint as soon as reasonably possible. In some cases, this may take longer given the complexity of the complaint. Either way we will acknowledge your complaint within 72 hours of receiving it. Once we investigate your complaint, we will contact you by telephone or email with a response. Please allow us up to 28 days to full investigate your complaint and provide a response.
What happens if I am still not satisfied with the response?
If you are still not satisfied with the response you can ask this to be escalated to the Operations Manager, Terry Williams who will review your complaint. The Operations Manager will then provide you with a response within 14 days from the date of escalation providing an explanation on how they have reached their decision.
If you are still not satisfied with our response you have the right to contact The Ombudsman Service Limited, 3300 Daresbury Park, Warrington, WA4 4HS
Email: enquiry@ombudsman-services.org
We also offer an Alternative Dispute Resolution (ADR) – you can contact them at LAC Postal Communications Centre, 62 Tunstall Drive, Accrington, BB5 5DG
www.londonarbitrationcentre.com
Email: adr@londonarbitrationcentre.com
Our Contact Details:
Customer Service Manager: Allison Lauchlan
Operations Manager: Terry Williams
Aerial Services Scotland, Unit 1, 3 Bowerwalls Place, Barrhead, G78 1BF
Telephone: 0300 373 0726