Complaints and Appeals Process

At Eccles Electrical, we are committed to providing excellent service to our customers. If you are dissatisfied with any aspect of our service or wish to lodge an appeal, we encourage you to contact us so we can address your concerns promptly and fairly.

1. Submitting a Complaint or Appeal

Complaints or appeals can be submitted by email to our designated complaints processor:

Complaints Processor:
Name: Johnny Eccles
Email: eccleselectrical-ire@outlook.com

Please include as much detail as possible, including your name, contact details, the nature of your complaint or appeal, relevant dates, and any supporting information.

2. What to Expect After Submission

• Acknowledgement: You will receive an acknowledgement of your complaint or appeal within 24 hours (business days) of receipt by email.

• Initial Response: You will receive an initial response to your complaint or appeal within 14 days.

• Resolution: Our goal is to resolve all complaints and appeals within one month of receipt.

3. Escalating a Complaint or Appeal

If you are not satisfied with the initial outcome, you can escalate your complaint or appeal. Escalations can be made by email or, if necessary, by phone.

Escalations Processor:
Name: Gerard Eccles
Email: eccleselectrical-ire@outlook.com
Phone: +44 7843 844 216

Please provide your original complaint reference (if applicable) and clearly state the reasons for escalation.

4. Response Timelines for Escalated Complaints/Appeals

• Acknowledgement: Escalated complaints or appeals will be acknowledged within 24 hours (business days).

• Initial Response: You will receive an initial response to the escalation within 7 days.

• Resolution: We aim to resolve escalated complaints or appeals within one month.

We value your feedback and use all complaints and appeals as an opportunity to improve our services. Thank you for helping us maintain the highest standards.