At Keyspark Electrical, we are committed to providing exceptional customer service and high-quality work. However, if you are not satisfied with our services, we encourage you to let us know so we can address your concerns promptly and effectively. Below is the detailed process for making a complaint.

1. How to Make a Complaint

Step 1: Initial Contact

• Phone: Call us to speak directly with a member of our team on 0117 992 3420.
• Email: Send an email with the details of your complaint to contact@keysparkelectrical.com
• Mail: Write to us at 1-3 Gloucester Road, Bristol, BS7 8AA providing full details of your complaint.

Step 2: Provide Details Please include the following information to help us investigate your complaint:

• Your full name and contact information
• Details of the service provided
• A clear description of your complaint
• Any supporting documentation or evidence

2. Complaint Handling Process

Acknowledgement

• We will acknowledge receipt of your complaint within 2 business days.

Investigation

• Our team will thoroughly investigate your complaint. This may involve reviewing your case details, speaking with relevant staff members, and examining any supporting documentation.

Resolution

• We aim to resolve complaints within 10 business days. If this is not possible, we will keep you informed of the progress and provide an estimated timeframe for resolution.

3. Escalation Process

If you are not satisfied with the outcome of your complaint, you can request to escalate the issue. Please contact us again and ask for your complaint to be reviewed by a senior manager. The senior manager will review the case and provide a final response.

4. External Resolution

If you are still not satisfied with our response, you may seek independent advice or contact an external body, such as a consumer protection organization or trade association.

5. Our Commitment

• We are committed to resolving complaints in a fair, timely, and transparent manner.
• We will keep your personal information confidential and only use it to investigate and resolve your complaint.
• We appreciate your feedback and use it to improve our services and customer experience.

6. Contact Information

If you have any questions about our complaints process, please contact us.

Thank you for giving us the opportunity to address your concerns. We value your feedback and are dedicated to improving our services for all our customers.