Complaints Policy

Morfa Management Ltd Customer Complaints Policy Document

Introduction

At Morfa Management Ltd, we believe in giving our customers a first class personal service.

If, however, there’s an issue you need to bring to our attention or you would like to make a complaint, please let us know by following the steps below. All complaints will be treated with courtesy and respect.

Our responsibilities

To provide an efficient, fair and structured mechanism for handling complaints

To provide all our customers with access to the complaints handling process

To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.

We will regularly review our complaints and procedures, so that we can learn and commit to continuously improve.

Summary of Complaints Policy and How to Make a Complaint

STEP 1   We want to try and resolve a complaint as soon as possible, so we urge you to call

Andrew Mathias on 01 600 730030 or 07831 564998

Complaints can be made and managed over the phone or by email or by letter:

Email us at andrew@morfaman.co.uk

Telephone us on 01 600 730030 or 07831 564998

In writing to: Andrew Mathias, Director, Morfa Management Ltd,

 c/o 21 St Andrews Crescent, Cardiff, CF10 3DB

Please include this information with your complaint:

Your business name and address

Contact name, telephone number

Details of the problem and any suggestion of how you would like us to put it right.

STEP 2   Handling Your Complaint

Upon receiving a complaint, we will acknowledge the matter via email or in writing within two business working days.

Your complaint will be logged and we will aim to resolve the problem within seven business working days.

We will confirm your point of contact and contact you as soon as we have a solution to your problem.

If we have been unable to resolve your complaint within seven business working days, we will contact you to explain why and what the next stage is.

In the unlikely event that your complaint has not been resolved in 8 weeks, we will contact you by email or letter to explain your options. In these cases we will regularly update you on our progress and the likely timeframe for resolution.

STEP 3   The Outcome

We will advise you by email or in writing of the outcome of your complaint.

This may include an apology, making a gesture of goodwill or giving compensation.

Your Options

If you are unhappy with our final resolution then we have reached deadlock.

If you believe it is taking too long to resolve your complaint; 8 weeks or longer. Then the Ombudsman Services offer an alternative dispute resolution scheme (ADR Scheme) with effect from 1st December 2022

So, you can raise a complaint if:

You are unhappy with our final decision and we have reached deadlock.

We have not resolved your issue within 8 weeks.

You can refer your complaint by contacting Ombudsman Services on 0330 4401624;

By email to enquiries@os-energy.org or online at www.os-energy.org 

In writing to PO Box 966, Warrington, WA4 9DF

         The Ombudsman Service ADR service is free of charge

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