Complaints Process
We are committed to providing a professional, high standard of service to all of our clients, customers, partners, employees and suppliers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
How do I submit a complaint?
If you have a complaint, please put it in writing. Please include as much detail as possible when you write to us. We will then respond in line with the timeframes set out below.
What address should I use for a complaint?
Please submit your complaint via email: complaints@needspace.co.uk. This email address is monitored by our Managing Director.
What will happen after I submit a complaint?
- We will send you a letter acknowledging receipt of your complaint within five working days of us receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be done by the Needspace Sales Manager, who will review your file and speak to the member of staff who dealt with you.
- A formal written outcome of our investigation will be sent to you within 20 working days of us sending you the acknowledgement letter.
- In the event that your complaint is directed at the Sales Manager, then the complaint will be investigated by the Needspace Managing Director. Again, a formal written outcome of our investigation will be sent to you within 20 working days of us sending you the acknowledgement letter.
- If you are still not satisfied, you should contact us again to request a separate review. This will be undertaken by a Director of Wates Developments Group, (which Needspace is part of).
- We will write to you within 20 working days of receiving your request for a separate review, confirming our final viewpoint on the matter.
What if I am dissatisfied with your final viewpoint?
If you remain dissatisfied and feel we have not sought to address your complaints, you can then contact The Centre for Effective Dispute Resolution (CEDR) to request an independent review, (without our final viewpoint on the matter).
You can write to The Centre for Effective Dispute Resolution (CEDR) at the following address:
The Centre for Effective Dispute Resolution:
100 St. Paul’s Churchyard,
London EC4M 8BU
United Kingdom
https://www.cedr.com/
You will need to submit your complaint to The CEDR within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The CEDR requires that all complaints are addressed through its in-house complaints’ procedure, before being submitted for an independent review.