Complaints policy

City Catering Southampton are dedicated to providing excellent customer service and maintaining healthy customer relationships.  We have a Customer Complaints Policy in place to ensure all complaints are handled as efficiently and effectively as possible.

As a customer, you are entitled to make a complaint to us and the following document outlines our policy and structured procedures for handling both verbal and written complaints.

We are committed to ensuring all complaints are handled in a fair and consistent manner.

Raising a Complaint

Should you encounter any problems or concerns with our service, please do not hesitate to contact us via one of the following channels:

Telephone:         02380 332226

Email:                    Admin@citycateringsouthampton.co.uk

Post:                      City Catering Southampton, Second Floor, Latimer House, 5-7 Cumberland Place, Southampton, SO15 2BH

We take complaints very seriously and it is paramount that we resolve any issues as soon as possible.

Handling your Complaint

Step One

Upon receiving your complaint:

  • This will be logged and the relevant team(s) will be alerted for immediate investigation

  • We will acknowledge your complaint by responding:

-          The same day where you are contactable electronically/by telephone

-          As soon as possible via first class post if this is your preferred method of contact

Step Two

By the end of the following working day, we will endeavour to:

  • Provide you with a follow up response from the relevant team.  This will be via email/ telephone if you have provided these details, or via social media/letter if this was your original and preferred communication method

If a resolution has been reached:

  • We will provide you with the complaint outcome

If additional time is required to reach a resolution:

  • You will be advised of the progress of your complaint, the proposed actions and the expected time for resolution

Step Three

When the outcome has been determined, we trust your concerns will have been dealt with efficiently, with the utmost care and the resolution will meet your expectations.

Escalation

If for any reason you are not fully satisfied with how your complaint was handled and/or the outcome, you may wish to escalate your complaint to our CEO, Rachel Hall at Rachel.Hall@citycateringsouthampton.co.uk.