MasterPoint Complaints Procedure

1.              INTRODUCTION

1.1           Masterpoint is committed to providing good quality services. We recognise

           however, that we sometimes get things wrong or make mistakes. To deal with

           this, we have a complaints procedure.

       1.2     We will deal with your complaint

                 We do not look on complaints as unwanted. In fact, they may help us to see

                 where our services or procedures might be improved. So do let us know where

                 you feel we have made a mistake or done something which you found

                 unsatisfactory or unacceptable. Even if you do not think your particular

                 concern amounts to a 'complaint' we would still like to know about it. You may

                 help us to deal with something we would otherwise overlook.

2.              HOW TO COMPLAIN

      2.1      Step 1: Contacting us.

                 The first step is to talk to a member of Masterpoint staff. This can be done

                 quite informally, either directly or by telephone.

                 Usually, the best staff member to talk to will be the person who dealt with the

                 matter you are concerned about, as they will be in the best position to help you

                 quickly and to put things right. If they are not available, or you would prefer to

                 approach someone else, then ask for their relevant line manager.

                 We will try to resolve the problem on the spot if we can. If we can't do this, for

                 example, because information we need is not to hand, then we will take a

                 record of your concern and arrange the best way and time for getting back to you.

                 This will normally be within five working days or we will make some other

                 arrangement acceptable to you.

     2.2      Step 2: Taking your complaint further.

                We hope you will only feel the need to make a formal complaint as a last resort

                and that you will complain to the person dealing with the matter first to give

                them a chance to put things right. However, if you are still unhappy, the next step

                is to put your complaint in writing to the Customer Services Manager of Masterpoint,

                setting out the details, explaining what you think went wrong and what you feel

                would put things right. If you are not happy about writing a letter, you can always

                ask a member of staff to take notes of your complaint. You should make sure you

                agree with what they have recorded and that they provide you with your own

                copy for reference. This record will be passed promptly to the Customer Services  

                Manager to deal with.

                Once the Customer Services Manager receives a written complaint, he will arrange for it

                to be fully investigated. Your complaint will be acknowledged in writing within

                five working days of receiving it and the letter will say when you can expect

                a full response. This should normally be within three weeks unless the matter is

                very complicated, such as where other organisations need to be contacted. Where

                this is the case, we will still let you know what action is being taken and tell you

                when we expect to provide you with a full response.

     2.3     Step 3: The next stage.

                If you are not satisfied with the Customer Services Manager’s investigation you can take

                your complaint to the Masterpoint Board. All materials relating to your complaint

                and to the Customer Services Manager's investigation will be sent to the

                Managing Director who will let you know within seven working days that they

                have received your complaint and tell you when to expect a full response from them.

     2.4     Taking your complaint outside the organisation.

                If you are not satisfied with the Board's response, you can always seek advice

                from outside the organisation. It may be possible to seek help from an advice

                agency, OFCOM or other organisation. Masterpoint will provide you with details

                of any services local to your area if we can.

     2.5     Records and Reviews

               Detailed records of all complaints that reach Stage 2, along with the actions taken,

               will be made and retained by Masterpoint for a period of not less than three years. 

               All complaints received during the preceding period will be reviewed at the

               Management Meetings to identify trends, systematic problems and to develop

               corrective & preventive action plans.

3.            Managers and Services

               The Customer Services Manager can be contacted on 01536 417744 or via

               Email to customer.services@masterpoint.co.uk.

               The Managing Director can be contacted on 01536 417744 or via email to

               Managing.director@masterpoint.co.uk.

               Our address is Masterpoint Engineering Ltd, 15 Tresham Street, Kettering,

               Northants, NN16 8RS.  Our web site is www.masterpoint.co.uk.