Your duty of care is our priority
At Veriserv we appreciate the value of great customer service. Our ‘in house’ customer service team are available during office hours to help and support you with any questions or queries you may have. Please feel free to call 01543 459 966 or email email@example.com
We will endeavour to deal with any questions or queries quickly and efficiently.
If required, you will be passed to one of our technical advisors to discuss your particular questions and requirements.
With a history of providing clients with extensive services and an understanding of the requirements for each project undertaken, our accreditations, competency levels, service standards and insurance cover exceed the most conscientious of audits.
Escalating your issue
Should you feel that our customer service team have not been able to resolve any questions or issues satisfactorily, we will escalate any unresolved issues to our complaints procedure. We take any complaint seriously and look to identify where we can remove the cause of any issues at the outset. We welcome your feedback and comments to help us continue to provide the best service in our field of expertise.
For your understanding the below is an overview of our complaints procedure.
A complaint is entered into the COMPLAINTS REGISTER and the person making the complaint is notified that a formal complaint has been registered within 24 hours.
The Register will contain:
1. Date of Receipt 2. Complainant Details 3. Summary of Complaint 4. Incident Log No.
A file will be opened which will contain an Incident Form and any relevant documentation to assist the investigation. The investigation will be undertaken by The Operations Director or the Technical Director.
A severity rating will be allocated by the investigating Director. The Incident form will record the root cause of the complaint and ‘actions taken to resolve the issue’.
The root cause analysis will identify any decisions taken and what Veriserv will do differently going forward, in the interests of continual improvement.
The customer will be notified of the results and once satisfied that the complaint has been rectified, it will be reviewed and closed off by the Managing Director.
A review of complaints in order to establish any trends will be made at the QA Management Review and will be included in the review of non-conformities / preventative action.
Records of complaints are held for the life of the contract plus a minimum of two years and be readily available for auditors.
A ‘Cause Code’ analysis will be kept by the System Performance Executive and reviewed at the Management Review in order to assess trends and facilitate continual improvement.