At OnPlan we adhere to a professional approach when dealing with unhappy clients by having a complaints procedure in place.

The purpose of the complaints procedure is to deal quickly, effectively and efficiently with your grievance and where possible, turn a potentially negative situation into a positive outcome.

DEALING WITH THE COMPLAINT

We strive to provide a high level of customer service to all our customers, however, we understand that we are humans and mistakes can be made and unfortunately things can sometimes go wrong and should that happen, we are committed to resolving matters promptly and fairly. See below for ease how we have detailed our complaints process –

If you have a complaint against OnPlan (uk) Ltd please follow the outlined steps within the complaints process.

COMPLAINTS PROCESS

STEP 1: Please write (by letter or email) to the Branch Manager with the details of your complaint setting out clearly the reasons for your grievance(s) together with dates, names of any staff members you dealt with and enclosing / attaching any supporting evidence.

STEP 2: The Branch Manager is required to acknowledge your complaint in writing (letter or email) within 3 working days of receiving it.

STEP 3: The Branch Manager will review your complaint and provide you with a formal written outcome of his / her investigation within 15 working days of receiving the complaint.

STEP 4: Should you not be satisfied with the Branch Manager’s response you may write to us at the address below and we will carry out a separate and detached review of your complaint resulting in a final view, which will be sent to you within 15 working days of the matter being escalated to us.

** Mr Charles Orbell Managing Director of OnPlan (uk) Ltd, Holt House Farm, Stockgrove, Beds, LU7 0BB.

Email: info@onplan.co.uk Tel: 01908 464776 (all complaints must be in writing) **