We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:
An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Roofriendly Ltd defines a complaint as 'any expression of dissatisfaction (with Roofriendly Ltd or with a member of staff) that relates to Shermin Finance Limited and that requires a formal response'.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.
Roofriendly Ltd's responsibility will be to:
Responsibility for Action: All employed and self-employed Roofriendly Ltd
Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Roofriendly Ltd maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.
Monitoring and Reporting: Roofriendly Ltd will produce annually an anonymized report of complaints made and their resolution.