Complaints Policy

Complaints Policy

Last updated: 01/08/2025 (updated yearly)

Company Name: Birkrigg Northwest Limited

At Birkrigg Northwest Limited, we are committed to delivering excellent service and treating all customers fairly. If you are unhappy with any aspect of our services, we want to hear from you so that we can resolve the issue quickly and effectively.

1. Purpose of this Policy

This Complaints Policy outlines how you can make a complaint, how we will handle it, and the steps we will take to resolve the matter.

2. How to Make a Complaint

If you have a complaint, please contact us using one of the following methods:

Please include your name, contact details, and a clear description of your complaint.

3. What Happens Next?

  • We will acknowledge your complaint within 5 working days.
  • We will investigate the matter fairly and promptly.
  • You will receive a full response within 20 working days. If we need more time, we will let you know.

4. Our Commitment

  • We take all complaints seriously.
  • We aim to resolve issues quickly, fairly, and transparently.
  • We will keep you informed throughout the process.

5. Escalation

If you are not satisfied with the outcome of your complaint, you may escalate it by writing to our senior management team at the address above. We will review the matter independently.

6. Continuous Improvement

We use feedback and complaints as an opportunity to improve our services and ensure higher customer satisfaction in the future.

Effective Date: 01/08/2025 (updated yearly)