Complaints Policy
Last Updated: June 2024
Policy Statement
At Vaughan Memorials, we pride ourselves on providing memorials tailored to each individual customers needs while ensuring excellent customer service and the highest quality work. Customer feedback is an important part of our process in order for us to continuously improve our products and services.
We are committed to the needs and concerns of our customers and aim to resolve any issues as fairly and quickly as possible.
Objectives
The objectives of this policy are:
- You are aware of our complaint lodgement and handling processes
- Both you and our staff understand our complaints handling process
- Your complaint is investigated impartially with a balanced view of all information or evidence
- We take reasonable steps to actively protect your personal information
- Your complaint is considered on its merits taking into account individual circumstances and needs
Purpose and Scope
This policy has been designed to provide guidance to customers and staff on the manner in which Vaughan Memorials receives and manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint. This policy covers the installation of new memorials and the renovation of pre-existing memorials and the customer service related to providing these services.
Definitions
Complaint: Any expression of dissatisfaction with our products, services, or the complaints handling process itself.
Customer: Any individual or organization that uses or purchases our products or services.
What is Covered
This policy covers complaints related to the following areas:
- Product Quality: Issues with the quality, functionality, or safety of our products.
- Service Delivery: Problems with the timeliness, professionalism, or effectiveness of services provided by our team.
- Customer Service: Concerns regarding the conduct, behaviour, or helpfulness of our staff.
- Billing and Payments: Discrepancies, errors, or misunderstandings related to billing, payments, and charges.
- Product Availability: Issues related to product availability, stock levels, and fulfilment of orders.
- Policy and Procedure: Complaints about our business policies or procedures that affect customer experience.
What is Not Covered
This policy does not cover:
- Complaints about Third-Party Services: Issues related to services or products provided by third-party partners or suppliers.
- Anonymous Complaints: Complaints submitted without sufficient contact information to follow up.
- Complaints Related to External Factors: Issues beyond our control, such as delivery delays caused by external carriers.
- Complaints Regarding Non-Customers: Feedback or issues raised by individuals who have not purchased or used our products or services.
- Employment-Related Issues: Internal staff grievances, which are handled through our HR department and internal policies.
- Matters Already Addressed: Repetitive complaints about issues that have already been investigated and resolved according to this policy.
Here are examples of complaints this policy does not cover:
- Grave ownership issues with cemeteries
- Cemeteries not providing permits in a timely manner
- Landscaping or gardening service issues, such as weed growth, grave site clearance or grass cutting
- Any damage that was caused after the memorial was installed
- Memorial work that does not comply with the cemetery regulations or the National Association of Memorial Masons Working Practice Code
Procedures & Guidelines
Raising an Informal Complaint
We understand that not all concerns require a formal complaint process and that some issues can be resolved quickly and informally. Our goal is to resolve these issues within 2-3 business days. With an informal complaint the resolution might be quicker and you will speak directly with the person responsible for addressing your concern.
Raising an informal complaint can be either in writing, in person, by telephone or verbally with the sales staff who is managing your order. Details of this complaint will be recorded in the company’s internal system and will be accessible by all staff. Management will be made aware but the issue will be dealt by the sales staff.
If this does not result in a satisfactory resolution, the matter must be escalated by making a formal complaint which will be dealt by management.
Raising an Formal Complaint
There are several ways to raise a formal complaint:
- Form
A complaint form can be requested from our staff. This can be printed and provided to the customer or emailed to the customer. The form can be completed by the customer and send to either of these two addresses:
complaints@vaughanmemorials.com
management@vaughanmemorials.com
Note that complaints sent to any other Vaughan Memorials email address will be passed to management. The complaint can also be posted to our head office or our sales office.
Head Office
Vaughan Memorials
Unit 2 Lyndon Yard
Riverside Road
London
SW170BA
Sales Office
Vaughan Memorials
197 Blackshaw Road
London
SW17 0BZ
- In Writing
The above procedure can be followed without the use of a form as long as the complainant included the relevant details. Anonymous complaints will not be dealt with. These include: - Name
- Order reference number
- Contact details
- Details of complaint
- Verbally
Complaints can be raised with our staff over the phone or face-to-face. The member of staff can then complete the complaint form with the relevant details and submit this to management. The customer can choose to contact management directly if the complaint pertains to a member of staff.
Acknowledgement
The complaint will be acknowledged within two working days in writing by email or letter. The issue will be investigated within ten working days of the complaint being received.
Complaint Recording
All complaints will be stored by management into the company’s internal system. Formal complaints will only be able to be accessed by management and the data will be protected by password. The data is stored in a cloud system so that it is not saved directly onto any company hardware. Any communication will be stored in the system, and any verbal conversations will be summarised and written here.
All personal information or complaint details will be handled confidentially and in accordance with data protection laws.
Investigation
Once a complaint has been raised, an investigation will be undertaken by management. This involves:
- Speaking with the staff member managing the order
- Speaking with the masons regarding the work completed, if applicable
- Investigation of the information in the company’s internal system. This includes all communications, notes, documents and invoices/quotes
- Communications, if necessary with the relevant external organisations such as cemeteries, suppliers or the National Association of Memorial Masons
- A review of the memorial or grave site in person or by photo or video
- Discussion with the customer about the complaint
The investigation will take place within ten working days of the complaint being made.
Resolution
After ten working days, the possible resolutions including refunds, replacements, apologies, or corrective actions will be offered to the customer. This solution will be in writing by email or by letter which can either be accepted or rejected by the complainant.
If the complaint involved a third party, such as a cemetery or supplier, their response will be given to the complainant if applicable.