Customer Care Policy
The Amber Group recognises the importance of customer complaints as a valuable form of feedback about its services. The information received helps to drive forward improvements.
This procedure outlines the aims of the business in dealing with complaints and sets out what clients can expect when making a complaint regarding our services.
Definition of a complaint
A complaint is about letting the Amber Group know, in a written format, that a client is not happy with our services - it may be about delays, lack of response, discourtesy, or shortfalls in the standard of service expected.
How we aim to deal with the complaint
The Amber Group aim to give our clients a fair, consistent and structured process to secure a remedy for failures in the delivery of services.
We will use the outcome of any complaint as a positive method of monitoring performance and improving services in the future. It will also help us to improve relationships with clients and additionally to encourage best practice, training and consistency with our sub-contractors.
On receipt of a written complaint our Office Manager and Managing Director will investigate the complaint and report back within 7 calendar days from the receipt of the complaint. If the person dealing with the complaint is unable to reply within the agreed 7 days, an explanation will be given as to the reason(s) why.
It is the aim of The Amber Group to fully satisfy the client, but in the event that the client is still unhappy with the situation, we are able to direct clients to Which? Trader, of which the Amber Group are members. Which? Trader aim to serve the consumer and are happy to listen to the complaint and to mediate where necessary.