Page 2 - TD Complaints Procedure Leaflet

Each of our customers is important to complaint. We do not expect our employees
to tolerate verbal abuse or threats or any
us and we believe you have the right
other manner of intimidating behavior from
to a fair, swift and courteous service at our customers. Should instances of this
nature occur, our employees have our full
all times.
support in terminating a telephone call, or
written correspondence.
Tingdene recognises the value in
If in the unlikely event that this escalates to a
complaints and will accept complaints situation where we are receiving abusive or
openly. A complaint is seen as an threatening calls and letters from a specific
person we will take appropriate action
opportunity to review and evaluate the and notify the Police and our solicitors.
service we deliver and provide. We have a duty to ensure the welfare of
all our employees, and are grateful for our
customers’ cooperation in this regard.
Our complaints procedure is clear and
We reserve the right to terminate any
precise and we hope that it will provide correspondence or communication that
you, our customer the confidence we believe to be unreasonable, aggressive
or abusive, and which specifically diverts
that your complaint will be treated resources.
confidentially and with no retribution.

Quality of Response
Full and Fair Investigation Whenever possible, a complaint will be
handled by one member of our team from
Our aim is to satisfy complaints with our receipt to reply and it will address the points
first response and provide frank and honest you raise. All complaints will be fully and
responses to any complaints raised. fairly investigated. We will make reasonable
endeavors to address all issues raised
There are occasions where a customer feels
so aggrieved with a particular experience Complaints Procedure
that they feel the need to speak to a
Manager or a Company Director. Whilst we Complaints may be made in person, over the
will always endeavor to consider these telephone or in writing. In the first instance
requests, we would ask you to follow our you should report your complaint to the
complaints procedure in the first instance in onsite office where we will endeavour to
order for your complaint to be dealt with in a resolve your complaint as quickly as possible.
consistent manner.
We will acknowledge your complaint promptly.
Additionally our onsite teams are best placed
to log a complaint, record your experience Anonymous complaints will not be accepted.
and offer a resolution. Our Managers are kept
up to date with customer correspondence Your complaint once received will be recorded
and will take appropriate action where in the Complaints Record and the matter will
necessary to improve our services as a result proceed to investigation.
of complaints received.
Your complaint will be treated seriously and
We expect our customers to maintain a will be dealt with initially at an operational
level of courtesy and politeness whilst we on-site level with the aim of resolving your
are given the opportunity to resolve their complaint promptly.

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