Complaints and Escalation Procedure

for Ergro Group Limited

Updated 17 May 2018

Ergro Group Limited contract support team will attempt to resolve all enquiries at the first point of contact. If a policy or technical issue cannot be immediately resolved, we will provide you with a realistic time expectation of when the issue will be resolved.

Where an enquiry or technical issue has to be escalated to a higher level of management, the complaint will be logged in Ergro’s case log file and allocated a case number. The case will not be closed until you have been notified, and confirmed satisfaction, of the outcome.

Where an issue has not been resolved to your satisfaction, you may request for this issue to be escalated to our Managing Director, who will review the issue as a priority. The Managing Director will advise you of the outcome.

Due to reliance of various factors, i.e. subcontractors (where applicable), manufacturers and suppliers, it is not always possible to provide you with the exact time frame of when certain issues will be resolved. In these circumstances, our contract support staff, or Managing Director if escalated, will provide you with an estimated time of resolution, while providing ongoing updates until the final outcome.

Whenever a case has been escalated, we will endeavour to provide you with follow up responses within 24 hours, however such responses may take up to 72 hours to follow up when issue occurs across weekends and public holidays. If at any time you require an update on any escalated complaint, please feel free to contact us at Ergro’s Head Office, telephone number 0845 094 3225.

Our contract support staff strive to provide you with a quality service, and we will use all reasonable means to resolve any outstanding issues in the most efficient and timely manner.

Please refer to Ergro Group Limited’s full Complaints and Escalation Policy, which is available on request.