Asset Risk Management. Budgetary Certainty. Predictive Home Resilience.
Complaints Process
Our 5-stage process to improve company and market standards
Stage 2: Forensic Investigation
Our resolutions team conducts a full internal investigation.
Once your complaint is logged, it enters 'Stage 2': a comprehensive internal investigation. This is not a surface-level review. A dedicated resolutions manager, operating independently from the service team, will be assigned to your case. Their sole objective is to forensically deconstruct the service event and compare the facts against our operational logs and our "Standard of Certainty".
Our investigation is strictly fact-based. We will cross-reference your submission against all available data, which may include technician's notes,
photo, video's, vehicle tracking data, tracked map data, and all communications correspondence. This evidence-based approach is essential to determine, objectively, where a failure may have occurred. We ask for your patience during this stage, which can take several business days.
A rushed investigation benefits no one, and we are legally and ethically bound to be thorough. If our team requires any clarification from you to proceed, they will contact you via the email address you provide in your submission. Please monitor this email to ensure the investigation can proceed without delay.