Service quality and complaints policy

Scope Enquiries, quotations, contracted services, installation, support, handover, complaints and corrective action.

Purpose and standard

Phone Guys will agree what is to be delivered, keep customers informed and check work against the agreed requirements. We will take complaints seriously, investigate fairly and use the findings to correct problems and improve work. These arrangements supplement the existing complaints page and the terms agreed with each customer.

Agreeing and delivering the work

Confirm the customer’s need, site conditions, scope, exclusions, dependencies and acceptance criteria before starting. Record material assumptions and any unresolved questions.
Use people with the competence and authority required for the task. Confirm customer contacts, access, maintenance windows and any safeguarding or security requirements.
Explain options, charges and changes clearly. Obtain the required approval before carrying out work outside the agreed scope or incurring additional charges.
Keep proportionate records of work, checks, configuration changes and outstanding defects. Provide agreed handover information and a clear support route without exposing credentials.

Service commitments

Response targets, availability, maintenance, escalation and restoration commitments apply only where agreed in the customer’s service schedule. This policy creates no new numerical service level, emergency service or continuous monitoring promise. Where a target cannot be met, explain the issue, action being taken and the next update through the agreed route.

Responsibilities

The director will appoint a complaint owner and review significant or repeated failures. The operations lead will coordinate delivery checks, record nonconformities and assign corrective actions with owners and dates. Workers and subcontractors must raise defects and avoid presenting incomplete work as accepted or a temporary workaround as a permanent solution.

How to raise a complaint

Email [email protected], telephone 03300 557 595, or write to the director at Cowran Estate, Pennington, Ulverston, LA12 0JW. Provide a contact method, relevant reference, a description of the issue and the outcome sought. Ask for a secure channel before sending sensitive information. You may request an accessible format or reasonable communication adjustment.

Handling procedure

Record the complaint and assess urgency, safety, safeguarding, privacy and any service impact. Route urgent risk through the appropriate incident process rather than waiting for ordinary complaint handling.
Acknowledge receipt, identify the owner and explain the next step and expected update. Set dates appropriate to the circumstances and the contract; do not assume a published response time that has not been agreed.
Investigate the records and listen to those involved. Explain any delay and agree a revised update. Keep the customer informed without sharing another person’s confidential information.
Give a reasoned written outcome, actions or remedy where appropriate, and an explanation of how to request a further review. Record whether the customer accepts the outcome.
If requested, arrange review by someone not responsible for the original decision where practicable. Explain any applicable external escalation route after checking the service and customer’s rights.

Fairness and learning

A person will not receive worse service for making a complaint in good faith. Keep records restricted to those who need them and follow the approved retention arrangements. Assign corrective action to a named role, verify completion and consider whether similar customers or services are affected. The director will review significant incidents and recurring themes.

Related notices and rights

The current complaints page remains the public entry point. Privacy requests, safeguarding concerns and security incidents also follow their specialist process. Contractual and statutory rights remain available. The director must verify any sector-specific complaints obligations and applicable scheme before describing it to a customer.

Questions about this policy

For a policy question or correction, use the Phone Guys contact page. Do not send confidential customer, employee, security or incident information through a public enquiry.