Complaint Handling Process
How to lodge a complaint, who handles it, and how it is escalated.
Haslop and Mason Engineering aims to resolve customer complaints fairly, consistently, and within clear timeframes. This page explains how to lodge a complaint, who handles it, and how it is escalated if it cannot be resolved at first contact.
3.1 How to lodge a complaint
A complaint may be lodged by email to info@handm.co.za or by telephone on 041 451 0935. To help resolve the matter quickly, the customer should provide the order or invoice number, a description of the problem, and the outcome they are seeking.
3.2 Who handles complaints
Complaints are owned by the Process Solutions Manager, currently Amber Fourie. The Process Solutions Manager is responsible for acknowledging the complaint, coordinating any investigation, and communicating the outcome to the customer.
3.3 Timeframes
| Acknowledgement | Haslop and Mason will acknowledge receipt of a complaint within 24 hours. |
|---|---|
| Resolution | A complaint will be resolved within 7 business days. Where the matter requires an investigation that cannot be completed in that time, Haslop and Mason will keep the customer informed of progress and of the expected resolution date. |
3.4 Escalation
If a complaint cannot be resolved by the person who first receives it, it is escalated in the following order:
- The Process Solutions Manager.
- The Business Manager.
- The Managing Director.
At each stage, the customer will be told who is handling the complaint and what the next step is.
3.5 Record keeping
Haslop and Mason keeps a record of complaints received, the action taken, and the outcome. These records are used to track recurring issues and to improve products, suppliers, and service.
3.6 Referral to the Consumer Goods and Services Ombud
Haslop and Mason handles complaints in line with the Consumer Goods and Services Industry Code of Conduct. A copy of the Code is available on request.
If your complaint is not resolved within 15 business days of being lodged, or within any longer period agreed with you in writing, you have the right to refer the matter to the Consumer Goods and Services Ombud (CGSO). The CGSO is an independent body that resolves disputes between consumers and suppliers, at no charge to the consumer. You can contact the CGSO at:
- Telephone: 0860 000 272 or 011 781 2607
- Email: info@cgso.org.za
- Website: www.cgso.org.za