Complaints

Purpose and Scope

JCS (NE) LTD is a registered private limited company, running under current UK governing laws and regulations.

It is our intention to deal with people fairly and appropriately at all times. We would appreciate your feedback if you thought we have not met that standard. Should there be reason to believe our conduct has fallen short, we want to be able to resolve any issues and learn from the experience to keep improving. This document explains how JCS deals with complaints about its conduct from all external parties. 

How to issue a complaint

• Speak to us.
  
  Please call us on 01207 500298 option 1 and speak with our team to see if we can resolve your complaint for you. Please note any abrupt or rude language will lead to the termination of your call. JCS staff have the authority to end a call they feel is abusive or inappropriate. We know complaints can be frustrating, please take a moment and gather your thoughts, write down bullet point in front of you, if required, and treat our call handler with respect.
  
  Alternatively, you can email your complaint to sales@jcctvs.co.uk and a member of staff will get in touch with you as soon as they can.
  Response will be within 5, JCS, working days (Tuesday-Saturday).

• Put your complaint in writing.
  
  If you are not satisfied with our initial response after contacting us directly, as indicated above, please make an official complaint, in writing.
  Please write to:
  
  FAO Managing Director
  JCS (NE) Ltd
  14A Middle Street
  Consett
  County Durham
  DH8 5QJ
  
  Before you write

  It is recommended that you:
  – Have a valid complaint
  – Have read all documentation/emails sent you, including our – Terms & Conditions
  – Have the right names, addresses and/or relevant dates
  – Have copies of any documents, receipts, guarantees, or reports which you may need to send with your letter
  – Provide any relevant pictures if required
  – Speak to an advice line, i.e., Citizens Advice – which is a free service.

  The Director aims to respond to your written complaint within 14, JCS, working days (Tuesday-Saturday).  Any necessary arrangements or plans will be discussed with you from this point.

  JCS have their own internal complaint reporting system and will keep all information for a minimum of 6 years.

Policy Reviewed and approved 05.05.2022.

Approved by: Mr James Lillistone – General Manager