Customer Charter

Kingdom Installation commits to:

Deliver our services to all stakeholders in a timely, effective and professional manner, and in accordance with our values.
Conduct our business in a fair, open and transparent manner, with regard to your privacy and confidentiality.
Strive for excellence in the development and delivery of services through active consultation and continuous improvement.
Provide maximum possible access and choice in the delivery of our services, while endeavouring to accommodate particular language, diversity and physical access needs.
Provide accurate advice and information in a form that best suits your needs.
Resolve complaints in an efficient and effective manner.

Delivery
We will identify your needs and design an Energy Efficient Retrofit Solution that meets your properties exact criteria. Once agreed by you, we will implement your properties upgrades within the agreed timeframe and in a professional and courteous manner.

Transparency
We will openly communicate important information with you, with regard to your privacy and confidentiality.

Excellence
Kingdom Installation are continuously reviewing the market for ways to improve our service delivery, through innovative new technologies and work practices.

Access
Kingdom Installation believes everyone has the right to access our services, regardless of language, diversity or physical barriers and will endeavour to meet every individuals needs to overcome these barriers.

Accurate advice and information
We will always adhere to best practice guidance and advise you of same. Allowing you to make an informed decision with all the relevant details.

Complaints
We regard a complaint as a written expression of dissatisfaction about our standard of service, delays, mistakes and instances where you did not receive the level of service you feel you are entitled to, for example:

The quality and standard of any service provided by us or on our behalf, including interactions with Kingdom Installation personnel or our representatives;

The quality and standards of administrative processes.

Your complaint may involve more than one of Kingdom Installation services or be about someone working on our behalf.

How to submit a complaint
Your complaint can be submitted
By email: OSScomplaints@KingdomInstallation.ie
or
By post:
Kingdom Installation Ltd.,
Aulane,
Abbeydorney,
Co.Kerry
V92 XA30

Please include your name and contact details together with as much information as possible, including photographs (if available) and documentation if relevant about the complaint. This will enable us to investigate your complaint promptly and respond to you as best we can. If you are making a complaint on behalf of another person, please also submit their written agreement for you to represent them.

Stage 1: Review by Complaints Handler:
A Complaints Handler at Kingdom Installation Ltd. will acknowledge receipt of your complaint within 5 working days.

Kingdom Installation will investigate your complaint and will reply to you within 15 working days of receiving it. The reply will include:

an account of the issue at hand;
details addressing the issues outlined in the complaint;
where appropriate, a proposed remedy; and
a notification of your right to escalate your complaint (see details below)

Stage 2: Requesting an escalation of your complaint:-Quality Manager
If you are not satisfied with the response from the Complaints Handler, you can request an escalation of your complaint. The review of your complaint will be carried out by the Quality Manager.

All requests for escalation of complaints must be submitted in writing to Kingdom Installation Ltd.

The Quality Manager at Kingdom Installation Ltd. will acknowledge receipt of your complaint within 5 working days.
The Quality Manager will implement an internal review process and will review all relevant reports and examine the complaint. This will be an entirely new and fresh review of your complaint by a more senior staff member than the original decision maker. On completion of the Quality Manager’s review, a response and proposed remedy, if appropriate, will be issued to you within 15 workings days of receipt by Kingdom Installation Ltd.

Stage 3: Requesting a further escalation of your complaint:-General Manager
If you are not satisfied with the response from the Quality Manager, you can request an escalation of your complaint. The review of your complaint will be carried out by the General Manager.

All requests for escalation of complaints must be submitted in writing to Kingdom Installation Ltd.

The General Manager at Kingdom Installation Ltd. will acknowledge receipt of your complaint within 5 working days.

The General Manager will implement an internal review process and will review all relevant reports and examine the complaint. This will be an entirely new and fresh review of your complaint by a more senior staff member than the original decision maker. On completion of the General Manager’s review, a response and proposed remedy, if appropriate, will be issued to you within 20 workings days of receipt by Kingdom Installation Ltd.

The General Managers decision will constitute Kingdom Installations Ltd. final decision on the complaint.

Arbitration:
At this Point if the Customer is still dissatisfied with the outcome, the final option available is to enlist the services of The Chartered Institute of Arbitrators -Ireland Branch (CIARB). (www.ciarb.ie) CIARB are a neutral third party body that help to resolve disputes.

Arbitration is one of the oldest forms of Alternative Dispute Resolution and its use in Ireland has been traced back to the Brehon Laws. It is a process whereby parties agree to refer disputes between them for resolution to an independent third party known as the Arbitrator. The Arbitrator works to rules agreed between the parties or, if no such rules are agreed, as laid down by the Arbitration Acts. The Arbitrator is usually an expert in the subject matter of the dispute. A major advantage is that it is a confidential and private process.

Arbitration is appropriate in almost all circumstances where litigation before the courts is considered appropriate. However, it is particularly appropriate where the parties believe that it is important that the party deciding upon their dispute (the Arbitrator) should have a detailed knowledge of the subject matter of the dispute. It is also particularly appropriate in circumstances where the parties would not want the media reporting upon the dispute.

Arbitration is suitable for the resolution of almost any commercial dispute. It is availed of extensively in relation to international commercial disputes and in respect of both domestic and international disputes arising in the construction and other industries.

An arbitrators award is final and binding. There is no appeal against an arbitrators award. A party may however apply to set aside an arbitrators award in certain circumstances. This rarely occurs. If an application is made to set aside the arbitrators award, and that application is refused by the High Court, there is no appeal against that decision to the Supreme Court.