How to Make a Complaint

IF YOU ARE NOT SATISFIED WITH OUR SERVICE

At Vedhas we are committed to providing you with excellent customer service, first time every time. However sometimes things do go wrong.  We want to know when this happens, so that we can sort out any problems as quickly as we can.   Here is all the information you need to use our complaints procedure.

How to contact us:. 

Email - you can email us at complaints@vedhas.co.uk  Please tell us your address including postcode with a contact telephone number in your email.

In writing - you can write to Complaints, Vedhas Limited, 960 Capability Green, Luton, Bedfordshire, LU1 3PE.  Please tell us your address including postcode with a contact telephone number in your letter.

In person - you can visit our head office Vedhas Limited, 960 Capability Green, Luton, Bedfordshire, LU1 3PE.

Step 1 – Review by your Area Manager

When you contact us we will acknowledge receipt of your complaint and arrange for a manager responsible for your area to call you the same day, if you have given us your telephone number.   The manager will do their best to resolve the problem with you when they call.

If we do not have a telephone number for you, we will write to you or email you back within 3 working days of receiving your letter or email.

Please note that if you contact us by email after 4pm weekdays or on a weekend or a Bank Holiday, the manager will contact you the next working day.

Step 2 – Referral to a Senior Manager

If you are not happy with the way that the Area manager has dealt with your complaint, you can ask to speak to a senior manager responsible for your region.  A senior manager will contact you within 3 working days – by telephone or personal visit. He will investigate your complaint and work with you to resolve the problem.

Step 3 – Final Review by Complaints Manager

If after discussing your complaint with a senior manager responsible for your region, you are not fully satisfied by their actions, you can ask for your complaint to be formally reviewed by WPD’s Regulation and Government Affairs Manager, Raj Sahdev raj.sahdev@vedhas.co.uk

He will call you and send you a letter setting out our final position within 1 week.

We aim to resolve your complaint within 8 weeks with an apology and an explanation of what went wrong.  Where appropriate we will take remedial action and we may pay you some compensation.

Step 4 – Privately

We will do all we can to solve your problem by working with you.  However if you are still unhappy with our actions and you have followed Steps 1-3, or if we are unable to resolve your complaint within 8 weeks, you have the right to contact third parties to resolve matters through other means.