Customer Complaints Policy for M N Electrical Services (SE) Ltd registration number 17025803

 1. Purpose

This policy outlines how we handle customer complaints to ensure every concern is resolved fairly, efficiently, and professionally. We are committed to providing high‑quality electrical services and maintaining strong customer relationships.

 2. Our Commitment

We will:

  • Treat all complaints seriously and respectfully

  • Acknowledge and respond promptly

  • Investigate thoroughly and impartially

  • Provide clear outcomes and solutions

  • Use feedback to improve our services

3. What Counts as a Complaint

A complaint is any expression of dissatisfaction related to:

  • Workmanship or service quality

  • Delays or missed appointments

  • Safety concerns

  • Billing or pricing issues

  • Conduct of staff or contractors

  • Any part of the customer experience

4. How to Make a Complaint

Customers can lodge a complaint through:

Please include:

  • Name and contact details

  • Description of the issue

  • Job or invoice number (if available)

  • Dates and any relevant photos or documents

5. Complaint Handling Process

Step 1 – 

Acknowledgement

We aim to acknowledge all complaints within 14 (fourteen) business days.

Step 2 – Investigation

A member of our team will:

  • Review the issue and any supporting information

  • Contact the customer for further details if needed

  • Inspect the work onsite when necessary

Step 3 – Outcome

We aim to provide a resolution within 28 (twenty eight) business days, including:

  • An explanation of findings

  • Proposed actions or corrective work

  • Any compensation options if applicable

If more time is needed, we will inform the customer and provide an updated timeframe.

6. Possible Resolutions

Depending on the nature of the complaint, solutions may include:

  • Re-doing or correcting electrical work

  • Offering a refund or partial refund

  • Scheduling a follow-up service

  • Providing additional safety checks

  • Offering staff training or process improvements internally

7. Escalation

If the customer is not satisfied with the outcome, they may request the matter be reviewed by senior management, if still unresolved customers may refer the matter to the contractor’s electrical registration body or consumer protection agency.

8. Privacy

All complaints are handled confidentially. Customer information will only be shared when necessary to investigate and resolve the issue.

9. Continuous Improvement

We regularly review complaints to identify patterns and improve our workmanship, communication, and customer service.

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