Goals of the procedure
Alrimo Construction 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 Alrimo Construction activities. Alrimo Construction 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 (Alrimo Construction, Unit 4a Stratford workshops, Burford road, London, E15 2SP) or handed back to a member of staff. To leave a complaint online please visit https://www.alrimo.co.uk/contact-us/ page.
For internal complaints please speak to your manager and ask for a complaint form, leave a complaint verbally or visit https://www.alrimo.co.uk/internalcomp and fill out an online form. Complaints online can be left anonymously. Login details for internal complaints are provided during site induction and can be provided by a site manager or office staff at any time.
Definition of a complaint
Complaints are defined as any expression of dissatisfaction or grievance made in writing or in person to a representative of Alrimo Construction or Alrimo Construction subcontractor by an external individual or organisation in relation to our business activities.
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.
If we cannot resolve the complaint to the satisfaction of the individual or organisation making that complaint, we will inform them about where they can take further action (e.g., local authorities, the Equal Opportunity Commission, Health and Safety Executive, or Environment Agency).
Policy availability for the public and employees
- Policy is distributed across all our sites.
- Published on our website, www.alrimo.co.uk
- Explained during new staff inductions on site or the office.
Review of complaint handling policy and procedures
Alrimo Construction is committed to continuous improvement and this procedure will be reviewed regularly to ensure its effectiveness.
Alrimo Construction LTD