Customer Resolution

TEP’s vision is to be the practice of choice for clients who seek high quality, practical and professional environmental consultancy. We try always to deliver excellent service and value all feedback. If we don’t meet expectations, we aim to resolve the situation and will look for ways in which we can improve.

Procedure

In the unlikely event you have a complaint, please raise this with your main contact as soon as possible so we can address concerns quickly. Most complaints can be resolved in this way.

If you do not receive a satisfactory resolution via your main contact, please make a formal complaint in writing, via email or letter. If you do not know who to address, please use the email tep@tep.uk.com. TEP’s Integrated Management System includes a process for recording, progressing, closing and reviewing complaints from clients and others. The Procedure (P08 – Client Satisfaction and Complaints) provides steps for investigating the cause, and the corrective action needed to prevent recurrence.

Once we receive your complaint, we will follow our internal procedure to ensure fairness and consistency. This means your complaint will be reviewed and allocated to a nominated person. The nominated person will oversee the complaint process to its end and will keep you informed of progress.

Further recourse

We hope to resolve your complaint satisfactorily but understand that sometimes this is not possible. If your complaint relates to the technical competence of our staff, you may have recourse to the relevant professional body under its code of conduct. On request we can confirm the relevant professional body and provide you with contact details.