complaints procedure

Welcome to the BuildSure Safe Customer Complaints Procedure

In this course we will cover:

  • 1) 8 Steps to effective complaints handling

  • 2) BuildSure Complaints Process

The first step will be to watch the video and read the following articles on each section as above and then answer a multiple-choice knowledge test. 

1) 8 Steps to effective complaints handling

Please watch the following Video


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2) BUILDSURE COMPLAINTS PROCESS:
Acknowledge:
Within three business days of receiving the complaint, we will acknowledge receipt of the
complaint to the customer.
 

Review:
Undertake an initial review of the complaint and determine what if any additional
information or documentation may be required to complete an investigation.


Investigate:

Within 10 business days of receiving the compliant it will be investigated if required. The
complaint will be investigated objectively and impartially, by considering the information
provided, the company actions in relation to the complaint and any other information which
may be available, that could assist in investigating.
 

Respond:
Following our investigation, we will notify you of our findings and any actions we may have
taken in regards to your complaint.
 

Take action:
Where appropriate Buildsure amend business practices or policies as required.
It will be within the companies discretion as to what action will be taken for a product or
service that the complaint has arisen from i.e. Repair, Replace or Refund.

 

Record:
We will record the complaint for continuous improvement process and monitoring through
regular review, personal information will be recorded in accordance with relevant privacy
legislation.

COMPLAINT PROCEDURE Knowledge Test