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MJR CONSTRUCTION

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Complaints Policy 

At MJR Construction Ltd, we are committed to delivering the highest quality service to our clients, partners, and the communities in which we operate. We value feedback and believe that handling complaints in a fair, transparent, and timely manner is crucial to improving our services and maintaining strong relationships with all stakeholders.

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This Complaints Policy outlines the process for addressing and resolving any concerns or complaints related to our work. We are committed to providing a responsive and effective process that ensures all complaints are managed professionally and resolved as efficiently as possible.

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1. Purpose of the Complaints Policy

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The purpose of this policy is to:

  • Ensure that all complaints are handled fairly and consistently.

  • Provide a clear and transparent process for making a complaint.

  • Resolve issues quickly and to the satisfaction of all parties involved.

  • Continuously improve our services based on feedback and concerns raised by stakeholders.

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2. How to Make a Complaint

 

If you wish to raise a complaint about our services, operations, or any other aspect of our work, please follow these steps:​

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1. Initial Contact:

You can submit your complaint by contacting us via any of the following methods:

  • Phone: Call us at [insert phone number].

  • Email: Send your complaint to [insert email address].

  • In-Person: Visit our office at [insert address], or speak to a member of our team on-site.

  • Online Form: Use our online complaint form available on our website.

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Please provide as much detail as possible, including the nature of the complaint, relevant dates, and any supporting evidence (e.g., photos, documents, or correspondence). The more information we have, the quicker we can investigate the matter.

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2. Acknowledgement of Complaint:

Upon receiving your complaint, we will acknowledge receipt within [insert number of days, e.g., 2 business days]. This acknowledgment will confirm that we are investigating the issue and will provide you with an estimated timeline for resolution.

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3. Business Complaint Procedure

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  1. Acknowledgement of Complaint
    Upon receiving your complaint, we will acknowledge it within 5 business days to confirm that we are investigating the issue and to provide you with an estimated timeline for resolution.

  2. Investigation & Resolution
    Once your complaint has been acknowledged, we will arrange a convenient time to visit the site and review the situation. We aim to resolve the issue within 28 days of receiving your complaint. If further action is required, we will take the necessary steps to remedy the situation promptly and in line with the terms of the contract.

  3. Final Response & Agreement
    We will make every effort to resolve your complaint to your satisfaction. If a resolution is reached, we will confirm the outcome in writing and ensure all parties are in agreement regarding the final steps. If both parties agree that the issue has been fully addressed, the matter will be considered resolved.

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4. Timeframe for Resolution

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We understand that timely resolution is important, and we aim to resolve complaints within [insert number of days, e.g., 10-15 business days] from the date of receipt. If the matter is complex or requires more time to address, we will inform you of the delay and provide an updated timeline.

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5. Escalation Process

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If you are not satisfied with the outcome of the initial investigation or resolution, you have the option to escalate the complaint. Here’s how:

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  1. Alternative Dispute Resolution (ADR)
    As part of our Which? Trusted Traders endorsement, we have access to an Alternative Dispute Resolution (ADR) service. This service is available for our domestic installation, service, repair, and maintenance contracts. If we are unable to reach a satisfactory resolution, you may refer your complaint to Which? Trusted Traders for independent mediation.

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To use the ADR service, please contact Which? Trusted Traders at 02922 670 040. They will explain whether you are eligible to use their ADR service and guide you through the next steps.

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6. Confidentiality

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We take your privacy seriously. All complaints will be handled confidentially, and any personal or sensitive information provided will only be used for the purposes of resolving your complaint. We will not disclose your identity or any details of your complaint to third parties without your consent, unless required by law.

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7. Commitment to Improvement

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At MJR Construction Ltd, we view complaints as an opportunity to improve. We will use the feedback received to:

  • Identify areas for improvement in our services or operations.

  • Implement corrective actions to prevent similar issues from arising in the future.

  • Ensure that all stakeholders’ concerns are taken seriously and addressed appropriately.

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8. Contact Information

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If you have any questions regarding this policy or need assistance with submitting a complaint, please do not hesitate to contact us:

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