This policy explains how:
- You, the customer can raise a complaint with ServiceMy about our goods and services; and
- How we will deal with that complaint
We always aim to provide a high-quality service to our customers however we recognise that sometimes things may not always go to plan and that is important that you can raise any concerns with us directly.
How to Make a Complaint
If you wish to raise a formal complaint you can do so in two ways:
- Via the online Contact form on our website
- In writing to Help@servicemy.co.uk
Please Include:
- Your Full Name
- Your contact details – telephone and email
- The fact you want to raise a formal complaint
- Any dates and times that are relevant to the complaint
- A summary of the problem or problems you have experienced and why the service wasn’t satisfactory
On receipt of your complaint the business aims to respond within 5 days
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
