• All complaints must be logged immediately and tracked using the relevant complaints log.
  
• If the complaint is initally notified to the removal crew, it must be noted on the job sheet. The foreman and customer must both sign the sheet and the foreman must then report the complaint to the office without delay.
  
• All complaints must be acknowledged within 5 working days of receipt. Telephone complaints will also receive a written response confirming details of the conversation.
  
• The complaint log must be kept upto date with progress notes and all correspondense must be stored manually or electronically in the customer file
  
• Grays Storage and Removals LTD will monitor the complaint log to ensure to ensure that all complaints have been responded to within the specified time and resolved without delay.
  
• A formal written outcome or email of the investigation should be issued to the customer within 15 days of receiving the complaint.
  
• We are to provide the customer with a written statement expressing our Final Viewpoint, following a second review of the complaint and refer the customer to TPO within 8 weeks of receiving the complaint.
  
• If the matter has not been resolved within 8 weeks or we have not responded, the customer is able to take their complaint to TPO:-
  

• We shall then co-operate with the customer with customer( s ), their advisors and the TPO in the resolution of complaints and/or the handling of liability/insurance claims.