My Complaint about EPHG or the Contractor
Welcome to our complaints page where we will explain everything you should know from making a complaint to your complaint being successful.
First of all, we are either sorry you feel you’ve had to get to this point or maybe you're just interested in our complaints procedure before using us, however, at this stage, we understand that the complaint may or may not be as bad as it seems to be.
Our job is to help you try and get the complaint resolved, with he best resolution centre that we’re able to offer you.
If the complaint is about a contractor, we first ask you to try and resolve the issue directly with the contractor, and if this doesn’t seem to be possible, then our best advice would be to contact the GDPR officer, using the email address martin@ephg.limited, but before you do this, we do strongly advice you to continue reading this page for a better understanding.
If the complaint is urgent, then your best calling 07720247247, to make them aware of the complaint and send your complaint to martin@ephg.limited, please note, we can’t guarantee getting back to you immediately, so you're best trying to do everything in your power such as sending a text to the contractor, respond to the text where you got the terms, and send a text directly to the complaint officer on 07730247247, but, DO NOT SEND A TEXT TO 07720247247, as this phone is permanently diverted.
If the complaint is non urgent, then send the complaint to martin@ephg.limited, and introduce who you are, include the name given on the booking when the booking was first made.
Other information you will need to give when making a complaint is, the date of the booking and approximately the time when the booking was made, plus your phone number and a number of where you received the confirmation text, just after making the booking.
When making a complaint, you’re also best including the address and postcode.
To make a complaint, you will have to be the buyer, or your can get permission from the buyer to make the complaint on there behalf, which we need in writing directly from the buyer, as part of GDPR.
When making a complaint, the email has to come from the email address we have on the system, and if we don’t have your email address, you will need to send a text message from the phone number we have on the system for you, which would include the email address you will be making the complaint from.
When you make your first complaint, the complaint is likely to be just between the GDPR officer, our staff and our client. To share the complaint with the contractor, we will need your consent/permission, to either share your complaint, and maybe also CC you in, so this would mean that, to speed up your complaint, it may be a good idea, to already give this consent in your first email.
To understand if your complaint is successful or not, we act within the principles of the law, and go of evidence, only that could be gained via questioning both our client and the contractor, leading to a conclusion.
Every complaint could be different, and becomes a case on case scenario, where no other complaints could be the same.
Our job is to help both the contractor and our client, where we have to be both impartial and neutral to any complaints, making sure the complaint becomes fair and not biased.
The best way to make a complaint would be, to give your honest opinion that you hold evidence for, followed by a general opinion, highlighting what evidence you have, by explaining what’s your thoughts are, that way, it makes it easier for a complaint to be dealt with sensibly.
What not to do when making a complaint, making threats of any kind, a method used to extort money in return to not damage parties involved. Threats can be seen as a method to try and give more weight towards helping you win a complaint, as this could end up in blackmail, extortion and go against you, if the threats were to be carried out.
If a threat is ever made, that has been made unfairly, this could jeopardise the complaint you are making, so I strongly suggest you don’t take this avenue.
You can also call the complaints manager on 07730247247 to find the complaint manager, very professional in dealing with complaint, and always willing to listen with some good advice, however, it is always important to keep everything in writing.
Here is a reminder to your confirmation page from your confirmation text and a link to the complaints page if you feel you would like to make a complaint
