Complaints and
Escalation Procedure
At ConservAqua we believe that customer service is everyone’s job and we work hard everyday to give you the service that your loyalty rightly deserves!
We promise to put you at the heart of our business and will make great efforts to ensure that our customer service is:
- Helpful and easily reachable – Direct line to your account manager
- Knowledgeable and reactive – Expert account managers will take ownership of the problem immediately and see all issues through to resolution
- Constantly striving to bring improvements to our service
- Tailored to your individual requirement, with bespoke options for all your needs
Even with the best intentions things can go wrong and for those such occasions we have the following procedures to ensure that, if we do drop the ball, we pick it back up quickly and make changes to see that such occurrences never happen again.
- Senior Account Manager
Your first port of call for any issues is our Senior Account Manager (03330 16 56 56).
Send an email to CustomerServices@ConservAqua.co.uk
Write a letter to: Customer Services, ConservAqua Limited, Riverbridge House, Guildford Road, Leatherhead, Fetcham, Surrey, KT22 9AD.
- Chief Financial Officer (03330 16 56 65)
In the unlikely event that the Senior Account Manager is unable to resolve your issue, and in-keeping with our commitment to resolving all queries satisfactorily, you can escalate it to the Chief Financial Officer, Scott who will be only too happy to assist you.
Email: SDagg@ConservAqua.co.uk
- Board of Directors Escalation
If you remain dissatisfied following review by the Chief Financial Officer, you may request for your complaint to be escalated to the ConservAqua Board of Directors for further review.
Please submit your escalation in writing, outlining the nature of your complaint and the reasons why you remain dissatisfied with the outcome provided to: hdelvecchio@ConservAqua.co.uk
Or alternatively you can write to: PA to the Board of Directors, ConservAqua Limited, Riverbridge House, Guildford Road, Leatherhead, Fetcham, Surrey, KT22 9AD.
The Board will undertake an independent review of the matter and respond within a reasonable timeframe in line with our commitment to fair and transparent complaint resolution.
- Alternative Dispute Resolution
In accordance with Part 4 of 2015 No. 542 Consumer Protection, the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 we inform you that ADR Group (www.consumer-dispute.co.uk) is our ADR Entity. At such time as we have exhausted our internal complaints handling procedure when considering a complaint from a customer and we have been unable to settle that complaint ADR Group (www.consumer-dispute.co.uk) will be competent to deal with that complaint should the customer wish to use alternative dispute resolution and we will be obliged, or prepared, to submit to an alternative dispute resolution procedure operated by ADR Group (www.consumer-dispute.co.uk).
