Policy
lavin and sons Limited promise to its current and future customers to deliver a quality
service and provide customer care that will at the very least exceed their expectations.
Our commitment is to at all times act in the customer’s best interest and to continuously improve
our quality standards in every aspect.
Part of our care policy is to ensure that our staff deals with customers and clients in the following
manner:
Provide a high quality service
Courteous at all times
Polite and patient
Considerate & flexible to customers and clients demands
Professionally attired
Wear identification at all times
Liaise effectively & efficiently with colleagues
This policy will be monitored to ensure that our staff adheres to it and periodically meetings will
be arranged to high light any problems and suggest improvements in our policy.
Should any customer or client feel dissatisfied with our service they may contact us:
By post at:
lavin and sons Limited
17 wyche ave
kings heath
birmingham
b14 6lg
Complaints Procedures
The company’s procedure for dealing effectively with a complaint is to:
Take all details of the complaint
Acknowledge receipt of the complaint and indicate a date by which a response can be expected
Arrange a meeting with relevant staff members and management within five working daysAffect any disciplinary procedures, should they be required
Inform complainant of the outcome within ten working days of receipt
Make any necessary adjustments to our procedures and or customer care policy
Keep customer complaints on file for no less than twenty-six weeks
