Business Sense FM Ltd – Complaints Procedure

Our Aim

Business Sense FM Ltd aims to provide high-quality services which meet your needs. We believe we achieve this most of the time, but if we are not getting it right please let us know.

One of the ways in which we can continue to ensure our services standards  remain high, is by listening and responding to the views of our customers, and in particular by responding positively to complaints, and by putting mistakes right.

We therefore aim to ensure that:

• making a compliment or complaint is as easy as possible
• we welcome feedback and suggestions
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• we deal with it promptly, politely and, when appropriate, confidentially
• we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

This policy ensures that we provide guidelines for dealing with complaints from members of the public about our services, staff and customers.

Making a Complaint

Informal Complaint (Stage 1)

We would really welcome the opportunity to try to resolve our complaints informally in the first instance:

• If you are unhappy about any Business Sense FM Ltd service, please speak to the relevant staff member, manager or Director.
• If you are unhappy with an individual in Business Sense FM Ltd sometimes it is best to tell them directly. If you feel this is difficult or inappropriate then speak to the staff member’s manager or the Director.

We recognise that many concerns will be raised informally, and we will look to resolve these quickly, usually within 5 working days.

Our aims are to:

• resolve informal concerns quickly
• keep matters low-key
• enable mediation between the complainant and the individual to whom the complaint has been referred

If we do not believe we can resolve the complaint informally or you are unhappy with our proposed resolution, we will carry out an investigation under our formal complaints process.

Formal Complaints (Stage 2)

Our formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

We expect to deal with the vast majority of formal complaints within 10 working days of it being logged as a formal complaint.  If the complaint is more complex and could take longer, we inform you:

• Why we think it may take longer to look into
• How long we expect it to take
• Provide regular updates, including whether our estimates may change.

Complaints should be submitted via e-mail to: rob@businesssensefm.co.uk.  You will receive a written acknowledgement within three working days of receipt.

The Ombudsman

Should you feel that our complaints handling procedure does not resolve your complaint within eight weeks, then you can escalate your complaint to the Ombudsman service directly. Their service is impartial and free of charge.

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

Email: enquiry@ombudsman-services.org