Our work has been vetted and will be continually monitored by Buy With Confidence, which is a partnership of Local Authority Trading Standards Services. The scheme covers local businesses which have given their commitment to trading fairly. Every business listed has undergone a series of detailed checks before being approved as a member of the scheme.

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The Old Crumpet Factory

16 Brockham Lane

Brockham

Surrey RH3 7EL


01737 845630

Info@ihscic.org.uk

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Our Complaints Procedure
Guidance on how to Complain

When we acknowledge your complaint you will be given the name and details of the person who will be looking after your investigation.


Stage 2

If you are not satisfied with the response and solution offered by the member of our team at the first stage, then you can ask for your complaint to escalate to stage 2 and which will be addressed by a more senior member or the team.  


Any investigation will take place together with the relevant employee and sometimes with the contractor assigned to your work or with other professional partners such as the Grants Officer or Occupational Therapist.  However a senior staff member will oversee the process to ensure that it is investigated properly and we will endeavour to respond to you within 10 working days.


Stage 3

If you are not satisfied with the response and solution offered by the member of our team at the first stage, then you can ask for your complaint to escalate to stage 2 and which will be addressed by the Operations Manager or Managing Director



Whilst investigating a complaint at stage 3, the manager may choose to offer compensation or make a goodwill gesture if, through our own action or inaction we have failed to deliver a service to an acceptable standard.  

Stage

Response Time

Responsibility

First Response

2 Working Days

Relevant IHS Employee

Stage 2

10 Working Days

Senior Team Member

Stage 3

10 Working Days

Operations Manager or Managing Director (where appropriate)

The following guidance outlines the Independent Home Solutions Complaints process.


If you feel unhappy about any area of our service and wish to make a complaint, please get in touch. You can write, email or make a phone call. We will try our best to resolve your issue as soon as possible and in the first place, to respond to you within 2 working days. A solution may take longer, especially if it is complicated or involves a third party such as a contractor but at this stage we should be able to let you know what we intend to do.


Initially we will acknowledge your complaint and endeavour to offer a resolution as soon as possible. However there are 2 further investigative stages to our complaints process should you feel unhappy with our first response.

Our contact details:

e-mail:

info@ihscic.org.uk

Write to:

Independent home Solutions CIC

The Old Crumpet Factory

16 Brockham Lane

Brockham

Surrey

RH3 7EL

Telephone:

01737 845630

Whilst investigating a complaint, the panel may choose to offer compensation or make a goodwill gesture if, through our own action or inaction we failed to deliver a service to an acceptable standard.

A brief outline of our responses and actions expected during the process

If a complaint has been through all stages of our internal complaints process, and you are still not satisfied, you have a right to seek a determination by an independent body of your choosing and we will endeavour to assist by supplying copies of documentation to your chosen investigative agency. An independent review would be the responsibility of the complainant to arrange, Independent Home Solutions CIC would not be able to provide this assistance.


Please do contact us any time if you have a concern, suggestion or even praise for one of our team members!  


We would be happy to your opinion of our service at any time and to work with you to ensure your experience with Independent Home Solutions is a positive one.

Independent investigation