In an ideal world, all feedback for your business would be positive and you’d get 5 star reviews for every job you carried out. Unfortunately, from time to time you might receive a customer complaint or a negative review online.Here are some tips from Which? Trusted Traders to help you deal with complaints and maintain your business reputation:
- Know what your complaints policy is
- Document all complaints in a written log. HETAS installers should keep records of all complaints for at least 6 years
- Acknowledge and offer a course of action to resolve customer complaints within 28 days
- Carry out remedial works within 8 weeks of customer agreement
- Try to settle all complaints amicably.
If a complaint can’t be resolved between yourself and the customer, consider using an approved Alternative Dispute Resolution (ADR) body to try to reach a settlement.
If you decide to join Which? Trusted Traders, one extra benefit of membership is access to Ombudsman Services, an independent and impartial organisation which exists to facilitate dispute resolutions. They offer independent dispute resolution to all Which? Trusted Trader customers. If you have a dispute which has reached ‘deadlock’, you should encourage the customer to refer their complaint to Ombudsman Services.
Which? Trusted Traders have teamed up with HETAS to help give your business the edge. There are a number of other benefits to joining the scheme, including:
- Use of the Which? Trusted Trader logo alongside the HETAS logo
- A searchable profile on the Which? Trusted Traders website for all to see
- You’ll benefit from brand marketing and advertising – TV, radio and online
- Access to a dedicated customer support team and regular updates on regulatory changes that might affect your business – see some examples in the HETAS Technical Area
HETAS Registered Installers can benefit from 25% off Which? Trusted Traders annual membership fees for five years*. Call 0117 981 6201 for more information.
*25% off Which? Trusted Traders annual membership fees until 2021 (TTHETAS3). An initial assessment fee applies and is non-refundable. Visit www.hetas.co.uk for further information. Valid until 31st December 2016.