Customer Complaints Procedure

This customer complaints procedure sets out how our customers may inform us and resolve any issues with service delivery or products purchased.

RCA Pest Services Ltd t/a Pest Solutions are committed to providing the best possible service to our customers at all times. For that reason, we need to know about any areas where this is not the case in order to rectify issues quickly and ensure that our high standards are maintained.

A COMPLAINT IS
An expression of dissatisfaction about any aspect of the services provided or products purchased by customers or users of RCA Pest Services Ltd t/a Pest Solutions services or webshop. Complaints might relate to procedural errors; failure to fulfil commitments; failure to act on the above within a reasonable period of time; defective products; unacceptable behaviour on the part of any Pest Solutions Ltd member of staff.

BEFORE YOU MAKE A COMPLAINT
No complaint can be anonymous.
If you have a complaint we expect you to make it, and not someone else. If you name another person in a complaint, they have a right to know what is said about them as soon as possible, and who is making the complaint. Sensitivity will be shown by the person dealing with your complaint and you will not be discriminated against or suffer recrimination as a result of making a complaint.
However, if a complaint is found to be malicious RCA Pest Services Ltd t/a Pest Solutions may have to consider legal proceedings in the case of libellous or slanderous complaints.
You should not expect that a complaint will always produce the outcome you would prefer. Provision of some services may be dependent on resources or policy decisions made by RCA Pest Services Ltd t/a Pest Solutions. However, each complaint will be carefully considered, and you will be informed of the reasons for any decision. There are mechanisms for a further appeal if you remain dissatisfied.

HOW TO MAKE A COMPLAINT
Complaints should be made within three months of becoming aware of the issue.
Resolving Complaints Informally: In the first instance, customers are encouraged to sensitively approach the individual with whom the customer has a grievance, in order to attempt to resolve the matter informally to the satisfaction of both parties.
Resolving Complaints Formally: If the user or member cannot, for any reason, resolve their complaint by informal means they should contact RCA Pest Services Ltd t/a Pest Solutions head office.

In writing: Pest Solutions, Customer Services, Glasgow, G41 1HH
By e-mail: service@pestsolutions.co.uk
By telephone: 0141 280 7323
Opening times: Monday to Thursday 8:00 am-5:00 pm, Friday 8:00 am-4:30 pm, Saturday to Sunday closed

ACKNOWLEDGEMENT & RESOLUTION OF COMPLAINTS
The complaint shall be acknowledged within three days of receipt.
The aim is to investigate your complaint properly and give you a reply within ten days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

APPEALS PROCEDURE
If you remain dissatisfied you should outline in writing the reasons for your dissatisfaction and send by post to the following address:

In writing: Pest Solutions, Customer Services, Glasgow, G41 1HH