Complaints Procedure

Houselogic is committed to delivering a quality service at all times, however we do accept that there can be instances when things may go wrong.

If you are not satisfied with any aspect of the service that you receive from us then please contact us directly.

In order to manage any complaint then we request that you provide as much information as possible why you felt the service we offered did not meet your expectations.

You can make a complaint in any of the following ways-

  • Telephone 0117 3355724
  • Email info@houselogic.co.uk
  • Website www.houselogic.co.uk
  • Office address – 1-3 St Johns Court, Whiteladies Road, Clifton, Bristol BS8 2QY

If you make a complaint by telephone then this call will be logged and whoever takes your call will always attempt to resolve the issue for you.

At this stage, if you are not satisfied with the response you receive then you can submit a formal complaint in writing.

We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 2 days of us receiving your complaint.

We will record your complaint in our central register within a day of having received it.

We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 2 days of your reply.

We will then start to investigate your complaint. This will normally involve the following steps-

  • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request
  • We will then examine the member of staff’s reply and the information you have provided for us. If appropriate, we may ask you to speak to them. This will take up to 4 days from receiving their reply.

A company representative will then invite you to meet with them to discuss and resolve your complaint. They will do this within 5 days of the end of our investigation.

Within 2 days of the meeting the company representative will write to you to confirm what took place and any solutions he has agreed with you.

If you do not want a meeting or it is not possible, the company representative will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation.

At this stage, if you are still not satisfied you can write to us again and a Company Director of the company will review the decision within 10 days

We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons. The Company Directors decision will be final and you will be notified that the complaint is closed

If we have to change any of the time scales above, we will let you know and explain why.

Ensuring the Effectiveness of our Complaints Procedure

All members of staff will receive a copy of the complaints procedure.

Existing and new staff members will be introduced to the complaints procedure via induction and training. The procedure will be reviewed annually and amendments should be proposed and agreed by the Directors.