Purpose and Scope

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Wootton Group is committed to providing the highest standards of service. However, we recognise that sometimes things may not go as planned. This policy sets out how we handle complaints in a fair, consistent, and transparent manner.

This policy applies to all customers, suppliers, and stakeholders who wish to raise a complaint about any aspect of our services or conduct.

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Policy Statement

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• We take all complaints seriously and aim to resolve them quickly, fairly, and efficiently.
• We encourage complaints as an opportunity to improve our services and strengthen customer trust.
• We are committed to complying with all applicable UK regulations, including the Consumer Rights Act 2015 and UK GDPR in handling personal data during complaints.

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Definition of a Complaint

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A complaint is any expression of dissatisfaction, whether oral or written, about:
• The quality of our work or services
• The conduct of our staff, contractors, or representatives
• The handling of previous concerns raised
• Failure to meet contractual or service obligations

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How to Make a Complaint

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Customers can raise complaints through the following channels:

• By Phone: 01633 670680 (Monday–Friday, 9am–4pm)
• By Email: Feedback@woottongroup.co.uk
• In Writing: Director, Wootton Group, Unit 7, Evtol Trading Estate, Frederick St, Newport, NP20 2DR

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Our Complaints Process

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Stage 1: Informal Resolution

- In the first instance, we encourage customers to raise the issue with our customer service team.
- We will attempt to resolve the matter informally within 5 working days.

Stage 2: Formal Complaint

- If not resolved informally, the complaint will be escalated to the Director.
- A written acknowledgement will be issued within 3 working days.
- The complaint will be investigated thoroughly, and a full written response will be provided within 15 working days.

Stage 3: Review & Escalation

- If the customer remains dissatisfied, they can request a review by a senior manager/director.
- A final written response will be provided within 10 working days.

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Our Commitments

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• Complaints will be handled with confidentiality and respect.
• Customers will not be charged for making a complaint.
• Complaints will be logged and monitored to identify trends and improve our services.
• We will act on lessons learned to prevent recurrence.

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External Resolution

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If the matter remains unresolved, customers may seek advice or escalate the issue to external bodies such as:
• Citizens Advice Consumer Service (03454 04 05 06)
• Gas Safe Register (for concerns about gas safety)
• OFTEC (for oil heating concerns)
• The Information Commissioner’s Office (ICO) (for data protection complaints)

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Monitoring and Review

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This policy will be reviewed annually by the Director to ensure it remains compliant with UK regulations and reflects best practice.