Complaints Procedure - Ace MultiService

Complaints Procedure

Complaints Policy
Ace  Multi Service  is committed to providing a high level service to our customers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure

If you have a complaint, please contact our Customer Relations Manager, by phone on 02088369399 in the first instance so that we can try to resolve your complaint informally.

At this stage, if you are not satisfied please submit in writing the complaint. You can write to him/her at: Ace  Multi Service,105A Island Business Centre,
18-36 Wellington Street, Woolwich, 
London | SE18 6PF 
Phone : 02088369399
Company No. 11717524.

Stage 1 – In the first instance, if the issue cannot be resolved informally at the time, the complaint, should be submitted in writing, within 7 working days of the matter arising.

The initial complaint will be acknowledged byAce  Multi Service within 7 working days of receipt and a full response will be provided within 15 working days.

Stage 2.If the initial response to the complaint is not regarded as satisfactory the next stage is to write to the Ace  Multi Service HR Manager and ask for the complaint and the initial response to be reviewed. You can expect the HR Manager to acknowledge your request within 7 working days of receipt and a full response within 15 workings days.

Ace  Multi Service aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and may therefore require longer to be fully investigated. As a consequence, timescales given for handling and responding to complaints are indicative.

If a matter requires more detailed investigation, an interim response will be sent describing what is being done to deal with the matter, and the revised timescales for when a full reply can be expected.

Final Stage. If the response from the HR Manager is not satisfactory, then there is the final option of escalating the complaint in writing to the Director of Business Development.

Escalation should take place within 14 days of receiving the written response from HR Manager and should state the reason for dissatisfaction with the decision made by the HR Manager.

The Director of Business Development will normally respond within 14 working days to inform the complainant of the action which will be taken to investigate the complaint, and when the outcome of the investigation can be expected. This outcome will be the final decision by Ace  Multi Service.

Contact Us

Head Office:

105A Island Business Centre,
18-36 Wellington Street, Woolwich, 
London | SE18 6PF 
Phone : 02088369399

Company No. 11717524
(Reg. in England and Wales.)

Branch Office:
The Vista Centre
Suite 3A-26
50 Salisbury Road

Opening Hours:

Monday:       10AM6PM
Tuesday:       10AM6PM
Wednesday: 10AM6PM
Thursday:     10AM6PM
Friday:           10AM6PM