Dryabode Property Care Ltd – Consumer Complaint Resolution Policy Statement

1. Policy Statement

At Dryabode Property Care Ltd we are committed to providing excellent services. However, if we fall short of your expectations, we want to know. The purpose of this policy is to ensure that all customer complaints—whether written or verbal—are handled in a prompt, consistent, and fair manner. We view complaints as an invaluable opportunity to learn from our mistakes, mitigate future issues, and continuously improve our consumer experience.

2. Scope and Definitions

This policy applies to all products, services, and operational interactions provided by Dryabode Property Care Ltd.
• Complaint: Any expression of dissatisfaction by a customer regarding our activities, products, services, employees, or the complaint-handling process itself, where a response or resolution is explicitly or implicitly expected.
• Complainant: Any customer, consumer, or member of the public who has issued a complaint.

3. Core Principles of Our Complaint Procedure

To ensure our resolution process remains accessible and low-stress for our customers, we adhere to the following principles:
• Accessibility: You can lodge a complaint using whichever method suits you best (info@dryabode.com, 01772-650065).
• Transparency: We will keep you clearly informed of the progress of your complaint at every stage.
• Confidentiality: All details of your complaint will be handled discreetly and in compliance with data privacy regulations.
• No Cost: Filing a complaint with us is entirely free of charge.

4. The Resolution Process and Timelines

We put our complaint resolution system into practice through the following structured stages:
1. Intake & Logging: All complaints are recorded immediately in writing to ensure an accurate case history.
2. Acknowledgement: We will formally acknowledge receipt of your complaint in writing within 3 working days.
3. Investigation: A dedicated representative will assess the details of your case, review any internal files, and determine the root cause of the issue.
4. Resolution Response: We endeavor to issue a full written response detailing our findings and the proposed action taken to resolve the issue within a maximum of 10 working days. If a more complex investigation requires a longer timeline, we will explain this to you clearly alongside the steps being taken.

5. Escalation and External Redress

If our initial response does not resolve the complaint to your complete satisfaction, you have the right to appeal:
• Internal Escalation: Your case will be escalated to [Insert Title, e.g., Complaints Director / Senior Manager] for an independent internal review.
• External Review / Alternative Dispute Resolution (ADR): If we reach a deadlock or fail to resolve the matter internally, you may refer the issue to our independent third-party scheme operator or Ombudsman:
• Property Care Association
• Contact Details: 01480 400000 / website address – http://www.property-care.org / email – pca@property-care.org

6. Managerial Responsibility and Review

The Company Director holds ultimate accountability for this policy. The management team is responsible for ensuring the policy is properly implemented, monitored, and periodically reviewed to maintain high standards of consumer care.

Signed: David Kerry
Name / Position: Company Director