Eclipse is committed to providing a quality service for its customers and partners working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and partners, and in particular by responding positively to complaints, and do our best to respond as quickly as possible and put matters right if we can.
At Eclipse we recognise that a customer will be expressing their dissatisfaction and we define this in this way: Complaint – This is where the customer is dissatisfied with the way in which their product was sold or described to them. Claim – This is dissatisfaction with the product or fitting of that product.
- Making a complaint or claim is as easy as possible;
- We treat a complaint or claim as a clear expression of dissatisfaction with our service which calls
- for an immediate response;
- We deal with it promptly, politely and, when appropriate, confidentially;
- We respond in the right way - for example, with an explanation, or an apology where we have
- got things wrong, or information on any action taken etc.;
- We learn from complaints and claims, use them to improve our service, and review annually our
- complaints policy and procedures.
- Resolve informal concerns quickly;
- Keep matters low-key;
- Enable mediation between the complainant and the individual to whom the complaint or claim has been referred.
An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Eclipse defines a complaint or claim as 'any expression of dissatisfaction (with Eclipse , with a member of staff, or with a business partner) that relates to Eclipse and that requires a formal response'.