Complaints Policy

We at Will’s Norfolk Lawns believe that if a customer wishes to make a complaint or register a concern they should find it easy to do so. Will’s Norfolk Lawns’ policy is to welcome complaints and look upon them as an opportunity to learn, adapt and improve and provide a better service. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by customers are taken seriously.

The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. It is NOT part of each establishments disciplinary procedure.

We at Will’s Norfolk Lawns believe that failure to listen to or acknowledge complaints will lead to an aggravation of problems, customer dissatisfaction and possible litigation. Will’s Norfolk Lawns supports the concept that most complaints, if dealt with early, openly and honestly, can be sorted out at between just the complainant and Will’s Norfolk Lawns.

Aim

The aim of Wills Norfolk Lawns is to ensure that its complaints procedure is properly and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and fairly.

Goals

  • Customers are aware of how to complain, and that Wills Norfolk Lawns provides easy to use opportunities for them to register their complaints.
  • Every written complaint is acknowledged within two working days.
  • Investigations into written complaints are held within 28 days.
  • All complaints are responded to in writing by Wills Norfolk Lawns.
  • Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to both Wills Norfolk Lawns and their customers.

The named manager, with responsibility for dealing with complaints, is Will Dunger.