COMPLAINT RESOLUTION POLICY & PROCEDURE
Policy Statement

Pietrangelo Smith PLC is committed to providing a professional, fair, efficient, courteous and helpful service to the public and a key aspect for achieving this is to promptly investigate and, where possible, resolve complaints about its service to the satisfaction of the customer.

Dealing with complaints effectively and efficiently is a core element of Pietrangelo Smith PLC's customer service and reflects Pietrangelo Smith's commitment to service excellence.

Pietrangelo Smith's Complaint Policy & Procedure will be posted on the Company website for easy access by consumers.

Scope

This policy applies to the handling of all formal complaints submitted to Pietrangelo Smith. For the purposes of this policy, a complaint is defined as any expression of dissatisfaction about the service/s provided by Pietrangelo Smith and/or about the professional conduct of Pietrangelo Smith's staff, including any sub-contractors used by Pietrangelo Smith.

Examples of the types of complaints are:
Poor service or failure to meet promise/commitment
A failure to follow policies, procedures or written instructions
Mistakes/Errors by Pietrangelo Smith personnel
Unreasonable delay caused by Pietrangelo Smith
Wrong or misleading information provided to consumer
A failure to provide explanations or give reasons for decisions
Discrimination of any kind, inconsistency or lack of objectivity
Inappropriate staff behavior, discourtesy, disrespect or rudeness

Purpose:
It is the policy of Pietrangelo Smith PLC to provide a complaint resolution procedure that is timely and responsive to consumers of our services.


Objectives:
The compliant procedure will be timely and accessible to the consumer.
All employees will welcome complaints with the understanding that our goal is satisfied customers.
Where possible, all Pietrangelo Smith staff should endeavor to resolve complaints at the first point of contact or knowledge of the complaint.
Customers who remain dissatisfied after speaking to a Pietrangelo Smith Employee should be offered the option of being transferred to one of the Owners of Pietrangelo Smith. If the Owner is unavailable to take the call and/or the consumer would prefer to write in to complain, the Pietrangelo Smith Employee should provide the consumer with the company address details (email and/or postal address) and should direct the consumer to Pietrangelo Smith's website where Pietrangelo Smith's Complaint Policy is posted.
Pietrangelo Smith will always endeavor to respond to consumer complaints using the consumers preferred mode of communication. Where this is not specified, Pietrangelo Smith will usually respond using the same mode of communication as the complainant has used to raise the complaint.