COMPLAINTS POLICY

Who will resolve my complaint?

All street works are carried out by independent contractors on behalf of Grain Communications. These contractors are fully responsible for completing the work and for addressing any issues that may arise as a result. That being said, we remain closely involved to ensure it’s done to a high standard in the first place.

We understand that concerns can come up during this type of work, and we always encourage contractors to investigate and respond to any complaints raised. While Grain doesn’t directly carry out the work, we do take feedback seriously and will pass on any issues raised so they can be looked into by the relevant team.

If something doesn’t seem right, please let us know via the contact form – we’ll make sure your concerns are sent to the contractor and do what we can to support a resolution.

How will I be contacted?

The team will work with the relevant colleagues or contractors to investigate your issue and communicate with you accordingly. We always try to call regarding a complaint, as this helps us better understand the problem, gather the relevant information, and ensures we resolve the problem as quickly as possible.

We may require you to send specific details regarding your complaint. This is a key element of our troubleshooting process, so all complaints need to follow this process.

Next steps

If you are not satisfied with the response you have received from our team, you may wish to make a more formal complaint to a manager. This should be made in writing, via letter or email, to streetworks@graincommunications.co.uk. The title of your email should state you wish to make a complaint.

A manager will review your complaint and respond within two working days. We aim to resolve all issues on first contact but, if an immediate solution cannot be achieved, you will be advised, and Grain Communications will respond with further details within five working days. All responses to complaints will, where possible, be made in writing and come from the relevant manager. Some complaints may be redirected elsewhere to be addressed. In these instances, the relevant departments will have access to your information and will be able to resolve your problem quickly.

If you are still unhappy with the response you have received, you can ask for your written complaint to be escalated to a member of our Senior Management team. They will review your case in detail, including all the correspondence between Grain Communications and yourself, and will make a final written response to you within 10 working days.

Social media

To protect a customer’s information, such as their address, we do not use social media platforms for ongoing conversations. All issues raised via social media platforms will be handled offline, via telephone and/or email.

Feedback

If you do need to make a complaint to us, please be assured that that your feedback will be captured and used to help us deliver a better service in future. We are always looking for ways to improve our service and your feedback is vital in helping us continuously improve.

You can do so by submitting a contact form, here.