Vulcan Fire’s Ltd     Customer Complaints Policy and Procedures  

Policy Commitment
Vulcan Fire Ltd is committed to ensuring efficient and fair resolution of complaints.

Aim
Vulcan Fire Ltd values and maintains a commitment to excellence in the delivery of high quality, efficient, timely and responsive services. This policy will assist Vulcan Fire Ltd in the provision of the highest possible quality service to our clients and customers; increasing the level of customer satisfaction with the delivery of Vulcan Fire’s services or products; and enhancing our relationship with our clients.


What is a complaint?
A complaint is any expression of dissatisfaction received by Vulcan Fire Ltd relating to a service or product offered or provided.


Visibility
Vulcan Fire Ltd promotes the existence of this Policy to all external and internal customers, through placement of the policy on Vulcan Fire Ltd Website and making hard copies available upon request.

Fairness
Vulcan Fire Ltd recognises the need to be fair and equitable to the complainant and the officer and/or part of Vulcan Fire Ltd against whom the complaint is made.

Data collection and evaluation
Vulcan Fire Ltd collects and records data on complaints lodged and outcomes to assist in the identification of systemic and recurring problems and/or potential improvements to service delivery and customer relations.

How to make a complaint
You may make a complaint to your usual contact at Vulcan Fire Ltd or to Vulcan Fire’s Compliance Manager (who is the Complaints Officer):

Compliance Manager
Telephone: 0151 546 5559
Fax: 0151 546 2890
Email: compliance.manager@vulcan-fire.co.uk

Oral Complaints (in-person or by telephone) may be made by any customer (complainant) direct to an employee at any personal or official meeting or by telephone about the quality of any service or product provided by Vulcan Fire Ltd.
General Written Complaints (including fax or e-mail) may be made by any customer (complainant) about the quality of any service or product provided by Vulcan fire Ltd
Specific Written Complaints (Personal) may be made by a customer (complainant) about the unsatisfactory performance of an individual Vulcan Fire employee or group of employee.

Process upon receipt of a complaint
When Vulcan Fire Ltd receives a complaint from you, whether it is oral or written, an appointed person will investigate your complaint and be responsible for communicating with you. Vulcan fire Ltd will assess all complaints.

Reasons
Vulcan fire Ltd shall give reasons for determination of the complaint.

Amendment
Amendments to this Policy, which deal with matters of policy, shall, in consultation with Vulcan Fire’s Managing Director, be referred to Vulcan Fire's Board for approval. Vulcan Fire’s Managing Director may approve amendments to this Policy, which Vulcan Fire’s Managing Director considers relate to matters of procedure.

Ownership of the policy
All Vulcan Fire’s staff, under the leadership of their respective Managers, is the owners of this policy.  

Mr Peter Scholefield Managing Director Vulcan Fire Ltd
compliance.manager@vulcan-fire.co.uk