Customer Resolution

LEETHERM PROJECT MANAGEMENT LTD

Leetherm Project Management Ltd is committed to dealing effectively with any complaints you may have about our service.

If we got something wrong, we will apologies and where possible we will try to put things right. We also aim to learn from our mistakes and use the information we gain to improve our services.

WHEN TO USE THIS POLICY

When you complain to us, we will usually respond in the way we explain below. Sometimes you might be concerned about matters that are not decided by and we will advise you about how to make your concerns known.

INFORMAL RESOLUTION

If possible, we believe it is best to deal with things as soon as possible and in the easiest and most direct way. If you have a complaint, raise it with the person you are dealing with. He or she will try to resolve it for you there and then. However, we may need time to look into it. Your complaint will be acknowledged within 5 working days.

If there are any lessons to be learned from addressing your complaint, the member of staff will draw them to our attention. If the member of staff cannot help, they will explain why and you can then ask for your complaint to be formally investigated.
If a complaint cannot be resolved informally, a formal complaint can be lodged as per below.

HOW TO COMPLAIN FORMALLY

You can make a complaint in any of the ways below:-

  • You can ask for a copy of our complaint form from the person with whom you are already in contact.
  • You can get in touch with our Complaints Officer on telephone 052- 6131550 if you want to make your complaint over the phone.
  • You can email us at customerservice@leetherm.ie
  • You can write a letter to us at Killusty, Fethard, Co Tipperary.

We also aim to have complaint forms available at our Reception.
Copies of this policy and the complaint form are available in (large print etc.).

WHAT SHOULD YOU INCLUDE IN YOUR COMPLAINT

  • State your name, address and telephone number ( and email, if applicable) and whether you are acting on behalf of someone else.
  • Briefly describe what your complaint is about stating relevant dates and times.
  • List your specific concerns starting with the most important concern.
  • Be clear about what you are hoping to achieve, e.g. an apology, explanation etc.
  • State your preferred method of communication.

It will assist the Complaints Officer if extra information and/or copies of relevant documents are attached to your complaint.

DEALING WITH YOUR COMPLAINT

We will formally acknowledge your complaint within 5 working days and let you know how we are going to deal with it.

We will ask you to tell us how you would like us to communicate with you and establish whether you have any particular requirements for example, if you have language difficulties.

We will deal with you complaint in an open and honest way.

We will make sure that your interactions with us in the future do not suffer just because you have made a complaint.

If you are making a complaint on behalf of somebody else, we will need their agreement to you acting on their behalf.

REQUESTING AN ESCALATION OF YOUR COMPLAINT

If you are not satisfied with the response from the person you are in contact with you can request an escalation of your complaint.

All requests for escalation of complaints must be submitted in writing to Leetherm.

If you have a complaint about a sub-contractor or Leetherm installer contact your appointed Leetherm Project Manager.

If you have a complaint about a Surveyor or Project manager contact the Leetherm Project Lead.

If you have a complaint about the Project Lead, contact the Managing Director.

INVESTIGATION

We will tell you who we have asked to investigate your complaint. If your complaint is straightforward, we will usually ask somebody from
Leetherm Project Management Ltd to look into it and get back to you. In some cases, if the complaint is serious, we may ask someone
from outside the Company to investigate.
We will set out to you our understanding of your complaint and ask you to confirm that we have got it right. We will also ask you to tell us
what outcome you are hoping for.
The person looking at your complaint will usually need to see the files we hold relevant to your complaint. If you don’t want this to happen,
it is important that you tell us.
If there is a simple solution to your problem, we may ask you if you are happy to accept this.
We will aim to resolve concerns as quickly as possible and expect to deal with the vast majority within 30 working days.
If your complaint is complex we will:-

  • Let you know within this time why we think it may take longer to investigate
  • Tell you how long we expect it to take
  • Give you regular updates every 20 working days on any progress made.

The person who is investigating your concerns will aim first to establish the facts. The extent of this investigation will depend on how
complex and how serious the issues you have raised are. In complex cases, we will draw up an investigation plan.

In some instances, we may ask to meet you to discuss your complaint. Occasionally, we might suggest mediation or another method to try to resolve disputes.

When investigating your complaint, we will look at relevant evidence. This could include files, notes of conversations, letters, emails or
whatever may be relevant to your complaint. If necessary, we will talk to the staff or others involved and look at our policies and any
guidance.

OUTCOME

If we formally investigate your complaint, we will let you know what we have found in keeping with your preferred form of communication. This could be by letter or email, for example. If necessary, we will produce a longer report. We will explain how and why we came to our conclusions.

If we find that we got it wrong, we will tell you what and why it happened. If we find there is a fault in our systems or the way we do things, we will tell you what it is and how we plan to change things to stop it happening again.

If we got it wrong, we will always apologise.

PUTTING THINGS RIGHT

If we didn’t do something well, we will aim to put it right. If you have lost out as a result of a mistake on our part we will try to put you back in the position you would have been in if we had got it right.

LEARNING LESSONS

We take your complaints seriously and try to learn from any mistakes we have made. Our Senior Management Team considers a
summary of all complaints on a regular basis as well as details of any serious complaints.

Where there is a need for change, we will develop an action plan setting out what we will do, who will do it and when we plan to do it by. We will let you know when changes we have promised have been made.

WHAT IF YOU NEED HELP

Our staff will aim to make your complaint know to us. If you need extra assistance, we will try to put you in touch with someone who can help.

WHAT WE EXPECT FROM YOU

In time of trouble or distress, some people may act out of character. There may have been upsetting or distressing circumstances
leading up to a complaint. We do not view behavior as unacceptable just because someone is forceful or
determined.

We believe that all complaints have the right to be heard, understood and respected. However, we also consider that our staff have the same rights. We, therefore, expect you to be polite and courteous in your dealings with us. We will not tolerate aggressive or abusive behavior, unreasonable demands or unreasonable persistence.

KEN LEE
Managing Director
Leetherm Project Management