Matthews Environmental Solutions UK (MES) is committed to providing quality products and services to our clients and will take seriously any complaint made.
A complaint is considered to be an expression of dissatisfaction about our organisation, our staff, our contractors or anyone else acting on our behalf, as well as our products and services.
MES UK aim to ensure that:
- The procedure for anyone wishing to make a complaint is straightforward and clearly communicated.
- Complaints are dealt with promptly, politely and, where appropriate, confidentially.
- Complaints are, wherever possible, resolved and relationships repaired.
- We learn from complaints and use them to improve our service and products.
- All complaint information is handled sensitively, following any relevant data protection requirements.
MES UK also recognise the difference between a concern being raised informally and a complaint. MES UK therefore take informal concerns seriously at the earliest stage and aim to resolve these as quickly as possible to reduce the likelihood of them developing into a formal complaint. However, if informal concerns cannot be satisfactorily resolved, then the formal complaints procedure should be followed.
There are three stages to the complaint’s procedure:
- Stage One – the complaint
- Stage Two – complaint resolution
- Stage Three – escalation
Stage One – Complaint
If the concern or complaint cannot be addressed to the complainant’s satisfaction, the complainant should contact MES UK via post or email documenting the nature and date of the complaint and how they want to see it resolved. MES UK’s contact details are provided on their website www.matthewsenvironmentalsolutions.co.uk.
If the complaint is initially made in person or over the phone, the complainant’s name, company, address and contact details, as well as the nature and date of the complaint and how they want to see it resolved, should be documented. Where appropriate, the complainant should be asked to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
Stage Two – Complaint Resolution
The complainant should expect their complaint to be formally acknowledged within 4 working days of receipt. The acknowledgement will confirm who is dealing with the complaint and when the complainant can expect a reply. A copy of this complaints procedure will be attached.
All complaints at this stage should be dealt with by a manager. Complaints will be fully investigated, and a written response provided to the complainant, within the timescales provided in the acknowledgement, by the investigator. This response will detail the outcome of the investigation, any recommendations/remedies made, such as reviewing of policies, staff development and training or appropriate improvement to our services/products.
Occasionally investigations may take longer, particularly if the complaint is complex. Should this be the case a holding letter will be sent after ten working days and a final date given for a conclusion to be reached.
If the complainant remains dissatisfied with the outcome from Stage Two, they can appeal within fourteen working days of the date of the outcome and progress to Stage Three.
Escalation Process Stage Three – Escalation
If the complaint cannot be resolved to the complainant’s satisfaction at stage two, or if the manager feels that the complaint is of a very serious nature, then it will be referred to the Global Director – Engineered Systems or another senior Company Director, independent to the subject of the complaint.
The Global Director – Engineered Systems and/ or another senior Company Director, independent to the subject of the complaint will respond to the complainant, normally within 10 working days, to inform of the action that will be taken in response to the complaint, and when they can expect to hear the outcome. The Group MD may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the case and speaking with the person who dealt with the complaint at Stage One. If the complaint relates to a specific person, they will be informed and given a further opportunity to respond.
The decision taken at this stage is final.