Get A Quote
Get A Quote

Complaints

Pink Sand Group have a policy for handling complaints that forms part of our strategy to satisfy the needs of our customers using the services we offer.  In the event of a complaint being received, the detailed process below will be followed with no recrimination on the complainant.

Just as important as a complaint, expressions of dissatisfaction with be considers as important and plans put in place to remedy the service.

Pink Sand Group handles all complaints with the following commitments:

Complaints will be handled:

  • Confidentially

  • Fairly

  • Promptly

Staff will endeavour to:

  • Be courteous to the complainant

  • Respond constructively and positively

  • Offer practical solutions where appropriate

Formal written complaints will be:

  • Recorded in the Complaints Policy Manual

  • Acknowledged within 48 hours

  • Reported to Senior Management

The complaints procedure will be:

  • Publicly displayed on the Pink Sand Group website

  • Monitored regularly as part of our Quality Management and Customer Satisfaction objectives

  • Reviewed quarterly to ensure the team is meeting these objectives

Raising a Complaint

Anyone dissatisfied with the services provided by Pink Sand Group is encouraged to express their concern as soon as possible and in writing to the staff member directly involved.

The person involved will be informed of the complaint and will attempt to resolve the matter where appropriate, ensuring all Pink Sand Group policies and procedures are followed.
If it is not suitable for that individual to address the complaint, it will be referred promptly to a Manager.

Complaint Handling Sequence

  1. Complaint received

  2. Entry made in the Complaints Policy Manual, outlining the nature of the complaint

  3. Formal acknowledgement issued to the complainant

  4. Details referred to the person responsible for Quality Services

  5. Facts investigated and recorded in the Complaints Policy Manual

  6. Explanation and/or remedy proposed and documented

  7. Complainant kept informed throughout the process

  8. Outcome recorded in the Complaints Policy Manual

  9. Final report filed in the Complaints Policy Manual

Escalation

If the complainant remains dissatisfied after the above process, they may escalate the matter to the Managing Director, who will conduct a further investigation until the complaint is resolved.

Contact

Questions, complaints, or suggestions should be sent to:
info@pinksandgroup.co.uk

For the purposes of this process, Quality Services is overseen by Angela Busby, supported by Mark A. Busby (Managing Director).