Engineers Mate Ltd takes customer satisfaction seriously. Our customer complaints procedure is designed to ensure that any concerns about our staff, products, or services are handled quickly, fairly, and transparently.
How to Make a Complaint
If you wish to make a complaint regarding an Engineers Mate staff member, product, or level of service, please contact our Customer Services Department in writing at info@engineersmate.com.
When submitting your complaint, please provide as much detail as possible, including:
- Dates and times of incidents
- Names of staff or personnel involved
- Details of conversations
- Specifications or product/service ID codes
- A clear explanation of the issue
This helps us investigate your concerns thoroughly and provide a fair resolution.
Step 1: Initial Response (Within 24 Hours)
- Your complaint will be acknowledged within 24 hours.
- In some cases, we may contact you by phone to gather additional information.
- At this stage, we will propose a solution to resolve the issue.
Step 2: Escalation to Division Director (Within 4 Working Days)
If you are not satisfied with the initial solution, your complaint will be escalated to the Director responsible for the relevant division:
- Kingswinford Branch Accounts
- Telford Branch Accounts
- Internet and Finance
The Director will review the details and either:
- Uphold the original resolution, or
- Provide an alternative resolution.
This stage will be completed within 4 working days of the initial complaint.
Step 3: Final Review by All Company Directors (Within 5 Working Days)
If the complaint remains unresolved, it will be escalated to all company Directors for a joint review. The Directors will issue a final decision within a further 5 working days.
Our Commitment to You
At Engineers Mate, we are committed to:
- Handling complaints in a fair and transparent way
- Providing clear communication throughout the process
- Reaching a resolution as quickly as possible
We value all feedback and use it to continually improve our customer service and product offering.
Contact Us
If you require more information about any of our Company Policies or Statements, please contact us on the form below to discuss your query in detail.
Get in Touch with Engineers Mate
At Engineers Mate, we’re committed to keeping your operations running smoothly. Whether you need a quick replacement for a critical breakdown or expert advice on improving your plant’s efficiency, our team is here to help.
From sourcing high-quality MRO supplies to offering tailored solutions that optimise performance, we’ll work closely with you to meet your unique needs. No matter the challenge, you can count on us to deliver peace of mind and reliable support.
Fill out the form, and a member of our team will be in touch shortly to assist you.