Client pledge
- Happy with our service? Tell us about it - we'd like to know.
- Unhappy with our service? Tell us about it - we really need to know.
- Our aim is for all of our clients to be 100% satisfied, 100% of the time.
We are only human though - we sometimes make mistakes; and for those occasions and as part of our commitment to client care we have a complaints procedure. Our 8-step process (outlined below) will ensure that if you do have cause for complaint, it will be investigated thoroughly, no matter how large or small it may be, or whom it involves:
- A complaint is received.
- It is logged in the system.
- The complaint is acknowledged and we will indicate when we will respond to it in full.
- A team is assigned to investigate and manage the complaint.
- We then investigate the complaint.
- Conclusions are drawn, including outlining any changes to our systems or services.
- We then respond to the complaint.
- Feedback is requested from the client as to their view of the process and the result.
At the heart of the process is our desire to improve continually the service we provide.
Our Client Care Partner is Les Nutter. His contact details are as follows:
Cassons
FREEPOST
Manchester
M2 8BR
T: 0845 337 9409
F: 0845 337 9408
E: les.nutter@cassons.co.uk
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