Customer Complaints Policy

In the unlikely event that you are not completely satisfied, we have a Complaints

Policy to ensure all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following

outlines our policy and procedures for the handling of verbal and written complaints.

Summary: We want to resolve your complaints as soon as possible. Please contact

us as soon as you can in order to resolve any problems you may be having with the

service, as soon as possible.

Our Responsibilities:

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

complaints.

● To provide our customers with access to the complaints handling process,

including those customers with disabilities and special needs.

● To keep customers informed as to the progress of their complaint and the

expected timeframe for resolution.

● Quarterly to review our complaints so that we can improve our standard of

customer service.

Handling Your Complaint:

● Upon receiving a complaint, we will acknowledge your matter via telephone or

in writing within 5 working business days.

● We will keep you informed of the progress of your complaint, proposed

actions and the expected timeframe for resolution.

● Our aim is to resolve complaints in a timely manner and we will generally aim

to resolve a matter within 14 calendar days.

● Complex complaints may take longer than this to resolve. In these cases, we

will regularly update you on the progress and likely timeframe for resolution.

● We will advise you of the outcome of your complaint. Where you have

requested us to do so, we will advise you in writing.

Step One:

If you have a complaint regarding any aspect of our service we urge you to get in

touch via phone or email in the first instance. Our objective is to resolve the vast

majority of enquiries or complaints during your first contact with us.

Email info@hpee.co.uk

Step Two:

After a complaint is made, if it is not immediately resolved, we may need to

investigate it. This process may take 7 business days, or longer (in which case we

will update you with a reason for the delay and the expected timeframe).

Step Three: When your complaint is resolved, we will confirm this with you within 7

business days.