At Ebor Mills, we’re dedicated to delivering top-quality services to our clients and partners. We understand that sometimes things don’t go as planned, and we’re here to listen and resolve any issues quickly and fairly. This Complaints Procedure explains how you can raise a concern and what you can expect from us in response. Your feedback helps us improve, so we encourage you to get in touch if something isn’t right.

Who This Procedure Applies To

This procedure covers complaints from all our clients, partners, and stakeholders about our services, how we conduct business, or any other part of our operations.

What Counts as a Complaint?

A complaint is any expression of dissatisfaction with our services, team behavior, or operations. You can share it with us verbally (like over the phone or in person), in writing, or online.

Your Role and Ours

• Our Leadership: Our designated Corporate Governance Officer oversees the complaints process to ensure it’s effective and consistently applied.
• Our Team: Every member of our staff is trained to handle complaints professionally and will pass them on if needed for higher-level review.
• You: When raising a complaint, please provide as much detail as possible – this helps us investigate and resolve it efficiently. We’ll appreciate your cooperation throughout the process.

How to Raise a Complaint

Contact our designated representative, Paul Wilkins, at Paul.Wilkins@Eborbca.co.uk (mailto:Paul.Wilkins@Eborbca.co.uk). You can also submit concerns via phone or in person.

We’ll acknowledge your complaint within 2 working days to let you know we’ve received it and are on the case.

If you prefer, you can report directly to an external authority, such as the Building Safety Regulator:

• Address: C/O Health and Safety Executive, 10 South Colonnade, Canary Wharf, London E14 4PU
• Website: Contact the Building Safety Regulator – GOV.UK

Our Step-by-Step Process

1. Recording and Investigating

• We’ll log your complaint in our secure register.
• A dedicated complaints manager or team member will review it impartially and promptly.
• If we need more details, we’ll reach out to you right away.

2. Resolving and Updating You

 We strive to resolve most complaints within 20 working days.

• You’ll receive a clear explanation of our findings and any actions we’re taking.
• If it takes longer, we’ll keep you informed with regular updates on progress.

3. If You’re Not Satisfied – Escalation

Not happy with our response? You can ask for your complaint to be reviewed by a senior manager for a fresh look and further action.

4. Closing and Checking In

Once resolved to your satisfaction, we’ll close the case in our records.

• We may follow up with you later to confirm everything is okay and gather any additional feedback.

Your Privacy Matters

We treat all complaints confidentially. Details are only shared with those directly involved in resolving the issue, ensuring your information stays secure.

Learning and Improving

Your complaints are valuable – they highlight where we can do better. We use this feedback to enhance our services and prevent similar issues in the future.

Our Ongoing Commitment

We review this procedure regularly to keep it effective and in line with regulations. If you have questions or need help with a complaint, don’t hesitate to contact us.