💚 1. Our Commitment to You

At JP Electrical & EV Solutions, we're committed to providing excellent electrical services to all our customers. However, we understand that occasionally things may not go as planned.

✅ What We Promise

• Listen: We will take your complaint seriously and listen to your concerns
• Act Quickly: We will respond promptly and keep you informed throughout
• Be Fair: We will investigate complaints impartially and thoroughly
• Learn: We will use complaints to improve our services
• Resolve: We will work with you to find a fair resolution

🎯 What Constitutes a Complaint?

A complaint is any expression of dissatisfaction about our services, including but not limited to:

• Quality of workmanship or materials
• Delays or missed appointments
• Communication issues or lack of updates
• Billing disputes or pricing concerns
• Staff conduct or professionalism
• Failure to meet agreed standards or specifications
• Damage to property during work
• Non-compliance with regulations or safety standards

📢 2. How to Make a Complaint

We want to make it as easy as possible for you to raise concerns. You can contact us in any of the following ways:

📞 By Phone

Call: 0113 418 0501

Hours: Monday to Friday, 8:00 AM - 6:00 PM

Emergency Line: Available 24/7 for urgent safety concerns

📧 By Email

Email: info@jpelectrical.work

Subject Line: Please use "COMPLAINT" in the subject line for priority handling

✉️ By Post

Address:
Complaints Department
JP Electrical & EV Solutions
Unit 8a Pickering St
Armley, Leeds
LS12 2QG

🌐 Online Form

You can also use our online contact form on our website: jpelectrical-evsolutions.co.uk/contact

📝 What to Include in Your Complaint

To help us resolve your complaint quickly, please provide:

• Your contact details: Name, address, phone number, email
• Invoice or job reference number (if applicable)
• Date of service or when the issue occurred
• Details of the complaint: What happened and why you're dissatisfied
• Evidence: Photos, videos, correspondence, or other supporting materials
• Desired outcome: What resolution you're seeking (repair, refund, compensation, etc.)

🔄 3. Our Complaints Handling Process

We follow a structured process to ensure every complaint is handled fairly and efficiently:

⏰ 4. Response Timeframes

We are committed to resolving complaints as quickly as possible. Here are our standard timeframes:

📊 Standard Timeframes

• Acknowledgment: Within 3 business days of receiving your complaint
• Investigation: Completed within 7 business days
• Full Response: Provided within 14 calendar days
• Resolution: Varies depending on the nature of the complaint (we will provide a timeline in our response)

🚨 Urgent Complaints

For complaints involving safety concerns or property damage, we aim to:

• Respond within 24 hours
• Visit the site within 48 hours (if required)
• Make the situation safe immediately
• Provide a full resolution plan within 7 days

⏳ If We Miss a Deadline

If we are unable to meet any of these timeframes, we will:

• Contact you to explain the reason for the delay
• Provide a new expected completion date
• Offer regular progress updates
• Escalate to senior management if appropriate

✅ 5. Possible Resolutions

Depending on the nature of your complaint, we may offer one or more of the following resolutions:

🔧 Remedial Work

• Free repairs or corrections to defective work
• Re-inspection and certification if required
• Completion of work that was not done properly the first time

💰 Financial Remedies

• Full or partial refund for services not provided to standard
• Price reduction for substandard work that cannot be fully rectified
• Compensation for direct losses or expenses incurred due to our error
• Goodwill gesture such as a discount on future services

📝 Non-Financial Remedies

• Written apology
• Explanation of what went wrong and steps taken to prevent recurrence
• Staff training or procedural changes
• Improved communication or documentation

🔝 6. If You're Not Satisfied With Our Response

If you're not happy with how we've handled your complaint or the resolution we've offered, you have several options for independent review:

⚖️ Legal Action

As a last resort, you have the right to take legal action through:

• Small Claims Court: For claims up to £10,000 (straightforward process, no solicitor needed)
• County Court: For larger or more complex claims

We recommend trying mediation or ADR before pursuing legal action, as it's usually faster and less expensive.

🛡️ 7. Your Consumer Rights

This Complaints Policy does not affect your statutory rights under UK consumer law, including:

📜 Consumer Rights Act 2015

• Services must be performed with reasonable care and skill
• Services must be completed in a reasonable time (if not agreed)
• Services must match any information provided (descriptions, samples, demonstrations)
• Right to repeat performance or price reduction if services are defective

🔄 Right to Cooling-Off Period

If you booked services remotely (online, phone, email) or off-premises (at your home), you may have a 14-day cooling-off period. See our Terms & Conditions for details.

💳 Payment Disputes

If you paid by credit or debit card, you may be able to dispute the charge with your card provider under:

• Section 75 (Credit Cards): Protection for purchases between £100 and £30,000
• Chargeback (Debit/Credit Cards): Dispute mechanism for goods/services not received or defective

🔒 8. Data Protection & Confidentiality

All complaints are handled in accordance with UK GDPR and the Data Protection Act 2018.

📊 How We Handle Your Data

• Complaint records are stored securely and confidentially
• Personal data is only accessed by authorized staff handling your complaint
• Information may be shared with third parties (e.g., Which?, NICEIC) only if you escalate the complaint
• Records are retained for 6 years in accordance with legal requirements
• You have the right to access your complaint records under a Subject Access Request

For more information, see our Privacy Policy.

📈 9. Learning From Complaints

We take complaints seriously and use them as opportunities to improve our services.

🔍 What We Do

• Review all complaints to identify patterns or recurring issues
• Conduct quarterly analysis of complaint trends
• Implement procedural changes to prevent similar issues
• Provide additional training to staff where needed
• Update our policies, processes, and documentation
• Share lessons learned across the team

📊 Complaint Statistics

We monitor and report on:

• Number of complaints received per quarter
• Average response and resolution times
• Types of complaints and their causes
• Resolution success rates
• Customer satisfaction with complaint handling

📞 10. Contact Us About This Policy

If you have any questions about this Complaints Policy or how we handle complaints, please contact us: