Complaints Procedure
We value customer feedback
Mascott Fire & Electrical Ltd value customer feedback and always take time and consideration into resolving any issues our customers may face. We take all complaints very seriously, as customer satisfaction is integral to our business. We work hard to meet customer expectations and deliver the best customer service we can.
We accept that sometimes things can go wrong, when this happens, we try our best to resolve all complaints within 2 working days, this can be extended depending on the complexity of the complaint.
Written or oral complaints are to be acknowledged by email if an immediate resolution cannot be made. Where possible, the customer will be advised of the proposed action to be taken. This is especially important should the cause for complaint lie outside the immediate control of Mascott Fire & Electrical Ltd. If invoicing is associated with the complaint, this will normally be held in abeyance pending resolution.
When the complaint has been resolved, the customer will be informed of the action taken and confirmation of customer satisfaction with the outcome will be ascertained.
