Steen Building Services Complaints Procedure

Making a Complaint

If you are dissatisfied with any aspect of our service, we would like to hear from you. Please direct your complaint to our Customer Service Team by email at info@steenbuildingservices.com, by phone at 01224 605001 , or by mail to Steen Building Services, Customer Service Department, 12a Carden Place, Aberdeen, AB10 1UR

Acknowledgment of Complaint

We will acknowledge receipt of your complaint within 2 working days, and will provide you with the name and contact details of the person who will be handling your complaint.

Investigating Your Complaint

Your complaint will be thoroughly investigated. We will aim to respond fully to your complaint within 10 working days. If we need more time to investigate, we will inform you and give you an estimate of when you can expect our response.

Resolving Your Complaint

We aim to resolve all complaints to your satisfaction. If we are unable to do so, we will provide a clear explanation and suggest possible solutions.

Escalation

If you are not satisfied with the outcome, you can request that your complaint be reviewed by a senior manager. If you are still not satisfied after this review, you may escalate your complaint to the relevant regulatory or professional body.

Record Keeping

We will keep a record of your complaint, our response, and any actions taken as a result. This helps us to improve our services and ensure that similar problems do not occur in the future.

Please remember that we value your feedback and see it as an opportunity to learn and improve. We are committed to providing you with high-quality building services and customer service.

Financial Ombudsman Service (FOS) Escalation

If, after following our internal complaints procedure, you are still not satisfied with the resolution or the handling of your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent body that settles disputes between businesses and their customers in the UK.

You can contact the FOS by:

• Phone: 0800 023 4567
• Email: complaint.info@financial-ombudsman.org.uk
• Mail: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Please note that there are time limits for referring your complaint to the FOS. We recommend contacting them as soon as possible if you decide to pursue this option.

For more information about the FOS and their complaint handling process, please visit their website at www.financial-ombudsman.org.uk.