Compliments & Complaints Procedure

1. Our Aim

Robot Control Systems aims to provide a reliable, professional, and accountable service. We welcome feedback from customers, suppliers, site contacts, and other stakeholders because it helps us maintain standards and improve how we work.

If something has gone wrong, we want to understand the issue, respond promptly and politely, put mistakes right where appropriate, and learn from the outcome.

2. Compliments and Feedback

We are always pleased to receive positive feedback or suggestions about our work. Compliments may be shared with the people involved and used to recognise good service, improve training, or support future service improvements.

3. What Counts as a Complaint

A complaint is any clear expression of dissatisfaction with our service, conduct, communication, workmanship, response, or administration. A complaint may be raised by phone, email, in writing, through the contact form, or in person.

You do not need to use the word complaint. If the message clearly shows dissatisfaction and requires a response, we will treat it seriously.

4. Informal Resolution

Many concerns can be resolved quickly and informally. Where possible, we will try to deal with straightforward issues at the first point of contact, keep the matter practical, and agree clear next steps with the person raising the concern.

• Clarify what happened and what outcome is being requested.
• Review the relevant project, service visit, quotation, invoice, or communication.
• Agree practical action where the concern can be resolved without a formal investigation.

5. Formal Complaints

If a concern cannot be resolved informally, or if the matter is serious, it may be handled as a formal complaint. Formal complaints should normally be raised as soon as reasonably possible and, where practical, within eight weeks of the issue arising.

Please provide enough detail for us to investigate the matter properly, including the site or project name, date of the issue, people involved, relevant documents, and the outcome you are seeking.

6. Our Responsibilities

• Acknowledge formal complaints in writing, normally within five working days.
• Deal with complaints reasonably, sensitively, and as confidentially as the circumstances allow.
• Review the complaint with the people involved and consider any relevant records, correspondence, service notes, or project information.
• Provide a written response with our findings, explanation, apology where appropriate, or any action we intend to take.

7. Customer Responsibilities

• Raise concerns promptly and directly so they can be reviewed while details are still clear.
• Explain the issue as fully as possible, including what has already been done to try to resolve it.
• Provide relevant evidence such as emails, photographs, job references, fault information, or site notes where available.
• Allow us a reasonable time to investigate and respond.
• Recognise that some circumstances may be outside Robot Control Systems' control, including third-party equipment faults, site restrictions, missing technical information, or unavailable parts.

8. Confidentiality

We will handle complaints as confidentially as reasonably possible. Information may need to be shared with the people involved in the work, relevant managers, insurers, advisers, or third parties where this is necessary to investigate or resolve the matter.

If confidentiality cannot be maintained because of the nature of the complaint, we will explain this where appropriate.

9. Complaint Review Process

• Stage 1: We will assess the concern and, where appropriate, try to resolve it informally with clear practical steps.
• Stage 2: If a formal complaint is required, we will record the complaint, acknowledge it, investigate the matter, and aim to respond within twenty working days. If more time is needed, we will explain why.
• Stage 3: If you remain dissatisfied, you may ask for the matter to be reviewed again by a senior person who was not directly responsible for the original response where possible. A further written response will normally be provided within twenty working days.

10. Information to Include

When raising a complaint, please include your name, business or site details, contact information, the date and approximate time of the issue, a description of what happened, any supporting information, the action you would like us to consider, and convenient times for us to contact you if discussion is needed.

Written records may be kept at each stage of the complaints process so that the issue, review, response, and any agreed actions are clear.