Complaints Policy

We welcome all feedback and seek to learn lessons from any negative experience which
occurs.

This policy is design to define the process that will be followed in the event of a complaint
being received, the actions that we will take and the timescales to which we commit to
work.

Complaints can be made to Mast Safety Ltd by phone, email or letter using the contact
details below. All complaints should be notified to the Director.

Complaints Management Process

What we will do:

• Acknowledge your complaint within 1 working day;
• Take full and accurate details of your complaint;
• Investigate your complaint fully;
• Provide a written response within 1 week or, if not possible, an explanation of the reasons why this is not possible;
• Deal with your complaint fairly and independently to our best ability;
• Detail the actions we will take in response to your complaint;
• Provide you with an escalation point if you are dissatisfied with our response.

Who to contact:

Complaints should be address to Danny Bullman, Director, at:

Tel: 0203 225 3078
Post: Mast Safety Ltd, Unit I, The Acorn Centre, 29 Roebuck Road, Hainault, London, IG6 3TU.
Email: danny@mastsafety.co.uk

What you can expect from us:

The overall response to any complaint made to Mast Safety Ltd will report on the outcome of the investigation and any actions undertaken. Complaints about services and/or members are taken very seriously and learning from these would be discussed and acted upon at all levels.