Complaints

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Procedure

  1. 1.  Complaints are handled confidentially, fairly and promptly and recorded as part of our ISO 9001 Quality Management System. Coview is committed to offering a high standard of customer service.
  2. All complaints are acknowledged and dealt with, where possible within 2 working days. The customer/person will be informed of the status if it goes beyond 2 days for a resolution and kept updated.
  3. Full facts, any evidence and details are obtained from all parties concerned to give an unbiased assessment and investigation of the complaint. Use the standard complaint form template to ensure accurate records are kept for all verbal and written complaints.
  4. Our Customers are aware of the escalation process and know who to contact to raise a complaint.
  5. The Managing Director is informed of all complaints and appropriate action will be taken as deemed necessary. A full review and analysis is carried out on all feedback received; bi-annually at the Management Review and aim to reduce the complaints received. Internal processes will be improved if identified as a root cause.
  6. All complaints are progressed, monitored and managed using the following steps:

Step 1 – Enquiry

Step 2 – Validation and Assessment

Step 3 – Investigation

Step 4 - Resolution

Step 5 - Report

“we do what we say we will do”

Winston Greenwood