CUSTOMER CHARTER www.scrivenshearing.com Organisations that may help you British Society of Hearing Aid Audiologists EBS Ltd City Wharf Davidson Road Lichfield Staffordshire WS14 9DZ [email protected] Telephone: 01543 442155 Health & Care Professions Council Park House 184 Kennington Park Road London SE11 4BU Freephone: 0800 328 4218 Freephone: 0800 626 427 Email: [email protected] CCDL/0114 Scrivens House, 60 Islington Row Middleway, Birmingham B15 1PH At Scrivens Hearing Care, we are rightly proud of our reputation for excellent customer care. We welcome all feedback, good and bad, from our customers to help us improve further. In the unlikely event that you experience a problem with your hearing aid, or our service, we want you to tell us so that we can help resolve it quickly and efficiently. Your hearing aid has been selected and specified to suit your individual requirements following a thorough examination by our Hearing Aid Dispenser. It may take a little time for you to adjust to using your hearing aid but, working in partnership with our Hearing Aid Dispenser, we are confident you will achieve a positive outcome. Practice, Patience and a Positive attitude are the keys to success. Our lifetime of aftercare service means we will keep in contact with you regularly so we can monitor your progress and ensure that you continue to receive maximum benefit from your hearing aid. However, we know that things can occasionally go wrong and, if they do, we want to be able to put matters right quickly and effectively. You can contact our Hearing Aid Dispenser through your local branch or alternatively contact our Customer Care Team via the following routes: Post: Customer Care Team Scrivens Hearing Care Scrivens House 60 Islington Row Middleway, Birmingham B15 1PH Tel: Freephone 0800 626 427 Email: [email protected] We want you to be more than just satisfied with our service Step 1 Step 3 Tell us what happened. If you are not happy after the Conciliation Officer has tried to help, you can ask BSHAA for access to binding Independent Arbitration. This will be free of charge. We need to know from you: • Your name, address and telephone number • Information about what went wrong and when and where it happened. The above process is designed to offer you a comprehensive process for finding a positive outcome to your complaint. We will contact you within two working days of receiving your complaint. Nothing in this leaflet affects your statutory rights. We will investigate your complaint and you will receive a response and/or explanation as soon as possible and certainly no later than 20 working days after we receive it. If further investigation is required we will let you know and we will advise you when an outcome can be expected. What if I’m still not happy? Step 2 Scrivens Hearing Care conforms with the BSHAA (British Society of Hearing Aid Audiologists) Customer Care Scheme which ensures that our prime responsibility is to act at all times in the best interests of the customer. However, if you feel that we have not resolved your complaint to your satisfaction you can contact the BSHAA. BSHAA’s Conciliation Officer will then work to resolve the problem. To start this process you can complete a Complaint Form online at www.bshaa.com or get in touch with BSHAA using the details on the Contact Page overleaf. Who else could help me? You may contact the Health Professions Council. The Council’s duties include ensuring adequate standards in Hearing Aid Dispensers’ conduct and competence. You can contact them using the details overleaf.
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