Complaints Procedure

Introduction

We always aim to provide a high standard of care in all our services.

Our customers’ views are important to us and help to ensure our services consistently meet people’s needs. If you are unhappy with any aspect of our services, it is important that you let us know.

Making a Suggestion

Many people feel more comfortable suggesting improvements rather than making a formal complaint. Anyone receiving services, as well as their friends or family members, may make a suggestion.

You can do this by using the contact details provided below.

Making a Complaint

We aim to handle complaints promptly, effectively and in a fair and transparent manner. All complaints are taken seriously and any information arising from the investigation is used to help improve our services. All complaints are treated in confidence.

THEM Electrical Installations Ltd assures all clients and their families that services will not be withdrawn or reduced because someone makes a complaint in good faith.

Who Can Complain

A representative may make a complaint on behalf of an affected person if they:

  • have died,
  • are unable to make a complaint themselves, or
  • have given consent for the representative to act on their behalf.

How You Can Make a Complaint

You may submit a complaint in any of the following ways:

  • in person,
  • by telephone,
  • through a member of our staff,
  • through an advocate or representative,
  • by letter,
  • by email.

If a complaint is made orally, we will produce a written record and provide you with a copy within three working days.

Anonymous Complaints

Anonymous complaints are handled under the same procedure. However, it is helpful if you can provide contact details so that we can inform you of the outcome of our investigation.

Responsibility

The Registered Manager has overall responsibility for addressing all complaints made about the service.

Where reasonably practical, we will provide:

  • any assistance required to help you understand the complaints procedure, or
  • advice on where support may be obtained.

How We Handle Complaints

We will acknowledge your complaint within three working days and provide the name and contact details of the person responsible for the investigation.

We will keep you updated on the progress of the investigation. We aim to resolve all complaints within twenty-eight working days unless an alternative timescale is agreed with you.

Once the investigation is complete, we will arrange a meeting to discuss the findings and will provide a written response including:

  • details of the findings,
  • any action taken, and
  • our proposals to resolve the complaint.

Time Limits

You should make your complaint as soon as possible after the event occurred or came to your attention. If a complaint is made more than twelve months after the event, it may not be possible to conduct a thorough investigation. However, we will consider whether there was a valid reason for the delay and whether the complaint can still be investigated effectively and fairly.

Further Steps

If at any stage you are dissatisfied with how your complaint is being handled, you may contact:

Harry Phillips
THEM Electrical Installations Ltd
60 Stonegate
Hunmanby
North Yorkshire
YO14 0NS

Telephone: 01723 449667
Email: info@tei-ltd.co.uk

Name: Harry Phillips
Position: Company Director
Date: 01/10/2025

THEM Electrical Installations Ltd
Companies House Registered Number: 15367684
Address: 60 Stonegate, Hunmanby, North Yorkshire, YO14 0NS, England
Telephone: 01723 449667
VAT Number: 463679451