Purpose:
At IOOR CONSTRUCTION, we are committed to providing high-quality construction services and ensuring customer satisfaction. However, we understand that occasionally, concerns or issues may arise. This policy outlines the procedures for addressing and resolving complaints in a fair and timely manner.
Scope:
This policy applies to all clients, subcontractors, suppliers, and employees of IOOR CONSTRUCTION who wish to submit a complaint regarding our construction services, conduct, or any other related matter.
Complaint Submission:
Complaints can be submitted in writing via email to info@ioor.co.uk or in person at our main office. The complaint should include the name of the complainant, contact information, nature of the complaint, and any relevant supporting documentation.
Receipt and Acknowledgment:
Upon receiving a complaint, IOOR CONSTRUCTION will acknowledge receipt within 24 hours (1 business day) and provide an estimate of the time frame for resolving the issue.
Investigation and Resolution:
The complaints will be investigated promptly and impartially by a designated representative from IOOR CONSTRUCTION. The investigation may involve gathering additional information or interviewing relevant parties. We will strive to resolve the complaint within 10 business days. If more time is required, the complainant will be notified.
Communication and Follow-up:
We will maintain open communication with the complainant throughout the investigation and resolution process, providing regular updates on the progress. Once the complaint is resolved, we will notify the complainant of the outcome and any actions taken.
Escalation:
If the complainant is not satisfied with the resolution or handling of the complaint, they may request to escalate the matter to a higher-level management within IOOR CONSTRUCTION. The escalated complaint will be re-evaluated and addressed accordingly.
Record Keeping:
IOOR CONSTRUCTION will maintain records of all complaints received, including details of the investigation, actions taken, and outcomes. This information will be used to identify any recurring issues and implement improvements in our construction processes.
Confidentiality and Non-Retaliation:
All complaints will be handled with strict confidentiality, and no complainant will face retaliation for raising a concern in good faith.
Policy Review:
This complaints policy will be periodically reviewed and updated to ensure its effectiveness and compliance with relevant regulations.
Contact Information:
For any questions or clarifications regarding this complaints policy, please contact our main office at info@ioor.co.uk
This policy is effective as of 01/01/2024.

IOOR CONSTRUCTION