Complaints Policy

Corvee Property Services Ltd
Effective Date: 27 June 2025

1. Policy Statement

Corvee Property Services Ltd is committed to delivering high-quality plumbing and heating services to all our customers. We aim to work transparently, professionally, and with integrity at all times. However, we recognise that on occasion, a customer, supplier, or stakeholder may feel dissatisfied with some aspect of our service.

We treat all complaints seriously and aim to resolve them fairly, promptly, and in a way that reflects our company values. This policy outlines how we manage and respond to complaints and ensures that lessons are learned to prevent similar issues in the future.

2. Purpose of this Policy

This policy is intended to:

  • Provide a clear and consistent process for making a complaint

  • Ensure all complaints are acknowledged, investigated, and resolved promptly

  • Protect the rights of customers and stakeholders to express concerns

  • Promote a culture of continuous improvement

  • Comply with relevant regulatory obligations, including consumer protection and data privacy laws

3. Scope

This policy applies to:

  • All customers (domestic or commercial) using Corvee Property Services Ltd

  • Members of the public affected by our services

  • Suppliers, subcontractors, and partners

  • Any person interacting with Corvee in a business or service-related context

It does not cover employment-related grievances (handled under our internal grievance procedures) or requests under the Freedom of Information Act or Data Protection legislation (see our Privacy Policy).

4. What is a Complaint?

A complaint is defined as:

“An expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by Corvee Property Services Ltd, its employees, or representatives.”

This includes, but is not limited to:

  • Service delays or cancellations

  • Missed appointments or poor communication

  • Staff conduct or attitude

  • Work quality or follow-up issues

  • Health and safety or environmental concerns

  • Billing, charges, or invoicing problems

  • Failure to deliver agreed services

5. Making a Complaint

We encourage all complaints to be made in writing where possible to ensure clarity and traceability. You may submit your complaint through one of the following methods:

By Email

Info@corvee.co.uk

By Telephone

01536 680920
(Weekdays: 8:00am – 4:30pm)

In Writing

Corvee Property Services Ltd
50 Crown Street
Kettering
Northamptonshire
NN16 8QB

Please provide the following information:

  • Your full name and contact details

  • The address where the service took place (if applicable)

  • A clear description of the issue

  • Relevant dates, times, or names of employees involved

  • Any supporting documentation (e.g. photos, invoices, written correspondence)

  • What you would consider a satisfactory resolution

6. Complaint Handling Process

6.1 Stage 1 – Informal Resolution

Many issues can be resolved quickly through direct communication with our office or the engineer involved. If you raise your concern informally, we will attempt to resolve it within 2 working days.

If the issue cannot be resolved informally or if you remain dissatisfied, it will be escalated to a formal complaint.

6.2 Stage 2 – Formal Complaint Investigation

Upon receipt of a formal complaint:

  • We will acknowledge your complaint in writing within 3 working days

  • Your complaint will be logged in our internal register and assigned to a senior manager for investigation

  • The investigation may involve reviewing job records, speaking to involved employees, subcontractors, or visiting the site (if necessary)

You will receive a written response within 10 working days outlining:

  • Our findings

  • Any corrective action being taken

  • An apology, where appropriate

  • Any goodwill gestures or compensation (at our discretion)

If we are unable to meet the 10-day timeframe due to complexity, we will contact you to explain the delay and provide an updated timeline.

6.3 Stage 3 – Escalation / Review

If you are not satisfied with our initial response, you may request an internal review. This will be carried out by a different manager or director who was not involved in the initial investigation.

A final decision will be issued within 10 working days of the escalation request. This concludes our internal complaints process.

7. Alternative Dispute Resolution (ADR)

If you remain dissatisfied after exhausting our internal complaints process, you may refer your complaint to a recognised independent Alternative Dispute Resolution (ADR) body. We are willing to engage with ADR in good faith, depending on the nature of the dispute.

For consumer complaints, you may contact:

The Consumer Ombudsman
Website: www.consumer-ombudsman.org
Phone: 0333 300 1620

Or seek independent legal advice via Citizens Advice or a solicitor.

8. Confidentiality

All complaints will be handled in accordance with the UK General Data Protection Regulation (UK GDPR). Information provided during a complaint will only be shared with those involved in resolving the issue. Records of complaints will be stored securely and used only for monitoring and service improvement.

9. Learning from Complaints

We regularly review complaints data to identify trends or recurring issues. Outcomes of complaints may lead to:

  • Staff training and development

  • Process or policy reviews

  • Disciplinary action where appropriate

  • Improved communication and documentation

10. Monitoring and Review

This policy is reviewed annually or sooner if regulatory guidance or operational needs require it. A summary of complaints and their resolution is reviewed by Corvee management to ensure compliance and accountability.

11. Contact Details

Corvee Property Services Ltd
50 Crown Street
Kettering
Northamptonshire
NN16 8QB

Email: Info@corvee.co.uk
Phone: 01536 680920