Complaints Policy

At Pleavin Power, we are committed to providing exceptional service to all our clients. However, we understand that there may be occasions where you may not be completely satisfied with our products or services. We take all complaints seriously and aim to address them promptly and fairly. This policy outlines the procedure for making a complaint and how we will handle it.

1. Scope

This policy applies to all complaints regarding Pleavin Power’s products or services, including but not limited to generator sales, servicing, maintenance, and hire.

2. How to Make a Complaint

Complaints can be made through any of the following channels:

1. By phone: Call our Customer Support Centre at 0151 832 5007.
2. By email: Send an email to service@pleavinpower.co.uk.
3. In writing: Address your complaint to – Pleavin Power, Unit 1 Stadium Court, Stadium Road, Wirral, CH62 3QG

3. Complaint Handling Process

Upon receiving a complaint, we will follow these steps:

Acknowledgement:

We will acknowledge your complaint within 7 working days on receiving it, confirming receipt and providing you with a reference number for tracking purposes.

Investigation:

Our dedicated complaints team will thoroughly investigate the issue raised. This may involve gathering additional information and contacting relevant parties if necessary.

Resolution:

We will strive to resolve your complaint as quickly as possible. If a resolution can be reached immediately, we will inform you accordingly. Otherwise, we will provide you with regular updates on the progress of our investigation.

Final Response:

Once our investigation is complete, we will provide you with a final response detailing our findings and any actions taken. This response will be provided within 28 working days.

4. Escalation

If you are dissatisfied with the resolution provided, you may request for your complaint to be escalated. Your complaint will then be reviewed by a senior member of management, who will conduct a further investigation if necessary. You will receive a final response at this stage.

5. Feedback

We value feedback from our customers and see it as an opportunity to improve our services. After your complaint has been resolved, we may contact you to gather feedback on your experience and identify any areas for improvement.

6. Confidentiality

All complaints will be handled confidentially and in accordance with applicable data protection laws. Information provided as part of the complaints process will only be used for the purpose of investigating and resolving the complaint.

7. Monitoring and Review

We will regularly monitor the effectiveness of this complaints policy and make any necessary improvements. Feedback from customers will be taken into consideration during the review process.

If you have any questions or require further assistance regarding our complaints policy, please do not hesitate to contact us.

Thank you for choosing Pleavin Power.