Submitting Complaints
Written complaints related to Crumpsall Alloys may be directed to our head office at Halfway House, 2 Middleton Road, Manchester, M8 5DS  or submitted via email Sales@manchesteralloys.com  Verbal complaints can be made by phone or in person to any member of staff at the company’s address.

Receiving Complaints
Complaints may be received through designated channels or via any other means available to the complainant, such as social media or direct interaction with company representatives.

When handling a phone or in-person complaint, the recipient should:

1. 1. Record the key details of the complaint.

1. 1. Obtain the complainant’s name, address, and contact information.

1. 1. Determine the complainant’s relationship with Crumpsall Alloys.

1. 1. Inform the complainant of the company’s complaints procedure.

1. 1. Explain the next steps and provide an estimated timeline for resolution.

1. 1. Where applicable, request the complainant to provide a written account via email or post to ensure the complaint is documented in their own words.

Complaints Handling Procedure

In many situations, the quickest way to address a complaint is for it to be resolved by the individual responsible for the matter in question. If the person receiving the complaint is able to address it immediately, they should do so when appropriate. Regardless of whether the issue is resolved at this stage, the details of the complaint must be reported to management within three to five business days.

Upon receiving the complaint, we will document it in the complaints log. If the matter remains unresolved, Management will take necessary action. If the complaint involves a specific individual, they will be informed and given an opportunity to respond. The person handling the complaint must acknowledge receipt within five working days. This acknowledgment will include the name of the individual managing the complaint and a timeframe for when a response can be expected. Additionally, a copy of this procedure should be provided. A final response should ideally be given within one month. If this is not feasible—for instance, if further investigation is needed—a progress update will be provided along with an estimated timeline for resolution.

The response to the complainant, regardless of the outcome, will include details of the investigation, findings, and any actions taken in response to the issue raised.

If the complaint involves a specific person, they will be given a further chance to respond. A definitive response should ideally be issued within one month. If this is not possible, a progress update will be provided along with a revised timeline for resolution.

The final response will outline the investigation process, conclusions, and any actions taken. The decision at this stage is final unless external intervention is deemed necessary by the Proprietor.

If the matter remains unresolved after the internal process has been completed, external avenues for resolution may be explored through the government financial ombudsman service.

https://www.financial-ombudsman.org.uk

Should you have any questions or require any further information regarding our complaints procedure please feel free to contact us on 01613994859 or Sales@manchesteralloys.com