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COMPLAINTS PROCEDURE

White Ladder Homes - Customer Complaint Procedure Policy

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1. Introduction At White Ladder Homes, we are committed to delivering high-quality service and ensuring customer satisfaction. While complaints are rare due to our efficient job reporting system and step-by-step project synchronization, we take any concerns seriously and handle them with the utmost scrutiny.

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2. How to Make a Complaint Customers can submit complaints through the following channels:

  • On-Site: Speak directly to our staff present at the job site.

  • Direct Contact: Call Alfred Lockwood, Managing Director, for immediate resolution.

  • Live Chat: Available on our website for quick inquiries and complaints.

  • Email: Customers can email complaints to our office or directly to Alfred Lockwood.

  • In-Person: Our trading address is open Monday to Friday, 9 AM - 5 PM, for in-person complaints.

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3. Complaint Handling Process

  • Live Job Complaints: Addressed immediately on-site to ensure timely resolution.

  • Time-Sensitive Complaints: Handled within 24 hours by the Aftercare Team, led by Alfred Lockwood.

  • Non-Time-Sensitive Complaints: Addressed within 3-5 business days by the Aftercare Team.

  • Serious Complaints: Customers may refer unresolved complaints to Trading Standards or local authorities if necessary.

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4. Confidentiality and Data Protection All complaints are handled with the strictest confidentiality. Only top company officials, including the Managing Director and carefully selected team members, have access to complaint-related information.

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5. Complaint Tracking and Resolution

  • All complaints are logged and tracked electronically through our website CRM system.

  • Each complaint is marked resolved upon completion, with reminders issued if the issue remains outstanding.

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6. Customer Assurance Each customer receives a Welcome Pack at the beginning of their engagement with White Ladder Homes, which contains all relevant contact details and information on our complaint procedure.

We are dedicated to resolving complaints fairly, efficiently, and transparently, ensuring the highest level of service and customer satisfaction.

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Managing Director: Alfred Lockwood 

WHITE LADDER LTD

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