Business Name: Knox Locks Ltd
When we receive a complaint, we will record the full details on our records. This is so we can identify any trends or problems. We will also record all actions taken as part of your enquiry, including letters, emails, telephone calls, site visits, and any contact through social media.
We will aim to respond to simple requests from you within 5 working days.
If your enquiry is of a more complex nature, or we can’t offer a full response within the 5 working days, you will be contacted within this time and advised that we need time to consider your enquiry. We will tell you when you can anticipate further contact from us (This will be no more than 28 days from your initial contact).
Where we are unable to resolve your enquiry, we will inform you of this situation and offer you a written explanation. We will then inform you that you are able to use the uktsa.com complaints procedure that is available from us, or from the scheme’s website at https://uktsa.com/make-a-complaint/.
We have designated a senior member of staff to be responsible for this procedure. Part of their role is to monitor any complaints we receive, to identify trends or review this process. They will review our records regularly and will take remedial action regarding any issues that they may find. You may receive a response from someone other than this individual.
If you require assistance with this procedure, please contact us directly on T: 01444 702407 or E: info@knoxlocks.co.uk