OREE
COMPLAINTS PROCEDURE
OREE
COMPLAINTS PROCEDURE
Obre is committed to providing services and products of the very highest standards.
If you feel that we have not lived up to your expectations in any way, we would like to hear from you so that we can investigate matters which will also help us to improve our service.
Most complaints can be dealt with by the relevant Manager of the Department.
Stage One
If you feel, after dealing with the Manager of the Department, that your complaint has not been resolved or should
they have been directly involved in the matter pertaining to your complaint, you are invited to make a formal complaint in a written summary by email to: repairs@obre.uk
Please quote the department and property address the complaint relates to.
Your complaint will be acknowledged within 3 working days of being received. A Senior Manager will make contact
with you to discuss the matter further prior to launching a full investigation. Upon completion of that investigation,
you will be advised of the outcome in writing and within 15 working days of receipt of the written complaint.
Stage Two
If, after receiving the response in Stage One, you feel that your complaint remains unresolved you may e-mail repairs@obre.uk i to refer the matter to the HRM who will conduct a separate review of your complaint.
You will receive an acknowledgment within 3 working days and a final viewpoint letter within 15 working days of
your complaint being received.
Stage Three
Following Stage Two, should the matter still not be resolved to your satisfaction (or more than 8 weeks has elapsed since the complaint was first made) you can then refer it to The Company Director directly as below. The steps outlined above must be completed in full before proceeding through this route.
The Director
Mr D. Smith
Please note that any referral to The Director must be undertaken within 12 months of the complaint first being reported.
The British Builders Group
