Updated As Of: 01/10/2025

Complaint Policy

Goals of the procedure

Masterson Installation Services LTD values all complaints as they assist us to improve our services and relations with customers, suppliers, and staff.

This procedure has been designed to assist all individuals and organisations who are affected by Masterson Installation Services activities. Masterson Installation Services is committed to consistent, fair, and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all parties making a complaint equally.

How to make a complaint

External complaints can be made by talking to staff directly and leaving complaint verbally or asking for a complaint form which then can be posted to our office (Masterson Installation Services Ltd, 108-110 Main Street Frodsham, WA6 7AR) or handed back to a member of staff. To leave a complaint online please email info@mastersonis.com

For internal complaints please speak to your manager and ask for a complaint form, leave a complaint verbally or alternatively email admin@mastersonis.com. Complaints online can be left anonymously.

Definition of a complaint

Complaints are defined as any expression of dissatisfaction or grievance made in writing or in person to a representative of Masterson Installation Services or Masterson Installation Services subcontractor by an external individual or organisation in relation to our business activities.

Recording complaints

All verbal or written complaints will be recorded in the complaints log at the time the complaint is made, or as soon as possible afterwards. When recording a complaint, staff will record the name and contact details of the person, as well as full details of the complaint including the date. Details of all communication with the complainant and any actions to resolve the complaint will be recorded in the same place. Recorded complaints will be monitored by management, for the purpose of identifying any trends and to improve our products and services. The details of the individual or organisation making the complaint and details of their complaint will be held and used in accordance with the Data Protection Act 2018.

Responding to complaints

We strive to resolve all complaints within an appropriate timeframe. Written complaints will be acknowledged promptly. Individuals or organisations making a complaint will be given an approximate timeframe at the time they make their complaint and will be regularly informed of the progress of their complaint, especially if there are any delays or changes to what has been agreed. If the complaint cannot be resolved immediately, they will also be given a contact person and details of our complaint handling process.

Escalation of complaints

If a complaint cannot be resolved by the usual complaint process, or the individual or organisation making the complaint is dissatisfied with the immediate response, the matter shall be escalated to the Accountable Director, who will investigate the complaint, decide what formal action is to be taken and report back to the customer or other interested party on what action is to be taken and how long this will take.

Signed: Steven Masterson

Date: 01/10/2025