Customer Relationship Policy
Whilst it is every Company’s wish and desire that complaints are not made against their products or services, such statements are made and unfortunately sometimes at a level beyond recovery. This can only have a negative effect on both parties, so in our effort to promote a productive working partnership and to enhance our commitment to our clients, we have devised a Client Relationship Agreement which forms part of our Quality
Control Procedures. Both parties i.e. AYS and our clients, are expected to follow and respect the procedure as part of the Terms and Conditions of Contract with positive intent.
A Customer Liaison book is placed on each site in a mutually agreed place between AYS Regional Manager and our client. The Liaison book is a communication tool between AYS Cleaning and Security Limited operatives and clients, and visa versa. It is to record simple messages relating to the specification standards or other related, or even unrelated, matters. AYS Management will inspect and sign this book upon each Site Visit and will discuss all entries with the client and operative as necessary. However, we would point out that the visits may not coincide with entries so it would be incorrect to assume Management are aware of all events at all times.
If the required reaction is not evident the client is asked to approach their Regional Manager directly. Their response will be the introduction of an active solution, the time scale and effect of which will be discussed and approved by the client. Such actions will be monitored and recorded through Quality Control procedures.
If, after a reasonable period has been allowed to reach a satisfactory solution for the client, the implemented
solution is not sufficient, cause is then given for a substantiated complaint to be made in writing to AYS. This will receive the attention of Senior Management who will assess the situation and instigate a corrective procedure.
Should a need for complaint still exist once a reasonable amount of time has been given for the corrective
procedure to take effect, a second letter should be written to Ruth Stringer, Director of AYS who will investigate and communicate with the client accordingly.
Quality Control reports should be completed as normal throughout this procedure and should reflect the nature of complaint, solution implementation, results and agreed closure. For these to be considered in support of any claim they do require completion and signature from the client. Each complaint will be considered individually and with it’s own associated events.
This procedure must be followed by all parties in order for a monetary or other claim to be given due consideration.
By accepting AYS services clients are also in acceptance of all AYS Policies and their implications.