Our promise to our clients

 

Contacting us: 

Through our offices, via our enquiry number 0845 519 33 77 or by completing the enquiry form on our web site brothersservices.co.uk or by email us info@brothersservices.co.uk . Calls during weekday office hours will be answered promptly; we will respond the next working day to messages left out-of-hours. We endeavour to reply to an enquiry within the next 24 hours.

We will give you contact details (including where appropriate a mobile phone number) of the Brothers person dealing with your current contract. This person will:

  • Maintain regular contact with you.
  • Identify your needs and how Brothers can best meet these.
  • Check that you are fully satisfied with all that we do for you.

Satisfying your requirement is paramount. 

We will always listen, take account of your views, and respond promptly to all your requests. Where there are good reasons why we cannot act on your request, we will explain, discuss and reach agreement. To avoid misunderstanding we will provide clear written details of what we agree to deliver. When changes are needed these will be discussed and documented.

Delivery standards are assured. 

We work to formally agreed contracts and will project manage your work according to our ISO 9001 compliant Management System (UKAS). We use scientifically up-to-date and appropriate techniques, appropriately qualified, experienced personnel and, where applicable, well maintained and calibrated equipment, to deliver your work. Where unforeseen problems arise, we will notify clients promptly of the reasons and the consequences.

Brothers Services is audited every year by an independent ISO consultancy firm and all our procedures (Quality, Health&Safety and Environment) gets checked and updated accordingly.

Confidential information will never be relayed by telephone, fax or email without prior agreement. Download our Confidentiality Policy.

All financial, technical or business information supplied to us will be treated in the strictest confidence for the duration of the work and where possible returned. Any personal data will be managed in accordance with the Data Protection Act 1998. Unless we have express permission no information traceable to a specific client will ever be released to a third party.

Our organisation is registered as “Data Controller” with the ICO (Information Commissioner’s Office) and all our clients can request a copy of our registration.

Reporting standards. 

Information and recommendations may be conveyed to the client verbally, electronically or in writing, but verbal recommendations will always be confirmed in writing. All output will be checked before release, to ensure that it is technically sound and meets both Brothers standards and client requirements.

Monitoring client satisfaction. 

We will periodically contact you formally to ask you about the services we have delivered and will also seek informal feedback when appropriate. We value this information to provide direction to the on-going improvement of performance. For Brothers the work is only completed once our customers sign off the Complete Satisfaction Form.

Complaints. 

Whilst aiming for no complaints, Brothers recognises the need to resolve complaints promptly. Whenever possible we will formally acknowledge complaints within 24 hours of receipt. An independent member of staff will investigate the complaint, after which a formal written response (Non-Conformance Report) will be sent to the complainant. Our aim is to resolve complaints within 48 hours. Opportunities to further improve processes will be identified and implemented.

Brothers will endeavour to always deliver our promise – Insight and Solutions you can depend on.

Signature 2 

 

William Bazzani
Managing Director
Brothers Services Group