Complaints Policy
We’re committed to providing excellent customer service, but if something hasn’t gone as expected, we want to hear from you. Our complaints procedure explains how to raise a concern, what happens next and how we’ll work to resolve it fairly and promptly
Complaints Procedure
At Blue Flame (Cornwall) Ltd, we are committed to providing excellent customer service. We value feedback and take all complaints seriously. If something has gone wrong, we want to know so that we can put it right, learn from the experience and continually improve our services.
How to make a complaint
If you are unhappy with any aspect of our service, please contact us using one of the following methods:
Telephone: 01326 378122
Email: [email protected]
Post: Blue Flame (Cornwall) Ltd, Kernick Industrial Estate, Penryn, Cornwall, TR10 9EP
To help us investigate your complaint, please provide:
– Your name and contact details
– Property address
– A description of the issue
– Any relevant dates, photographs or supporting information
– Details of the outcome you would like to see
What Happens Next?
Stage 1 – Initial Investigation
We will acknowledge your complaint within 3 working days of receiving it.
A manager will investigate the matter and aim to provide a full response within 10 working days. If we need more time to complete our investigation, we will keep you updated on progress.
Stage 2 – Escalation
If you are not satisfied with our response, you may request that your complaint is escalated for further review by a senior manager.
We will review all information and provide a final response within 10 working days of receiving the escalation request.
Our Approach
We will:
– Treat all complaints fairly and respectfully.
– Listen to your concerns and investigate thoroughly.
– Keep you informed throughout the process
– Take appropriate action where improvements are needed.
– Use feedback to improve our services.
Vulnerable Customers
If you require additional support in making a complaint due to age, disability, ill health, language barriers or other personal circumstances, please let us know. We will make reasonable adjustments to ensure the complaints process is accessible and fair.
Compliments and Feedback
We also welcome positive feedback and suggestions for improvement. These help us recognise good service and continue developing our customer experience.