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Customer Satisfaction Indicators
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At SCA we endeavour at all times to deliver a professional, caring and courteous service to all our customers.

If you feel we have not lived up to this promise or if you feel we can improve or enhance our existing services we would like to hear from you.

Our customer Complaint Procedures and Customer Comment Cards are available at Information Points at all our sites.

If you have a comment to make regarding our service you can use a customer comment card at any of our sites or you can write to or email the General Manager at the address below. Your comment is important to us and you will receive a written response.

What will happen when you complain?

SCA Ltd’s standards of service are set out in our customer charter.

While we work hard to provide a high quality service to our customers, we are aware that sometimes you may feel you did not receive as good a service from SCA Ltd as you expected. As a result, and in keeping with our standards, we have in place a Customer Complaints Procedure.

Our standards for dealing with complaints

• We will treat your complaint properly, fairly and impartially.
• We promise that making a complaint will have no implications for your dealings with our organisation.
• We will apologise for any mistake, explain what happened and put it right where ever possible.
• We will change the way we do things to avoid making the same mistake in the future.

  
  Complaints Procedure

• Stage one

If you are dissatisfied with some aspect of our service, please express this to the person with whom you are dealing who will try to help. If you prefer, please ask to speak to a manger who will also try to help as we aim to resolve all difficulties as quickly and efficiently as possible.

• Stage two

If the first response is not satisfactory, you can write to or email the complaints officer at head office. We will investigate further and you will receive A response within 10 working days from when we receive your letter or email. We will also tell you the name of the manager of the department if you want to take your complaint further.

• Stage three

If the second response is not satisfactory, you can then write to or email the general manager of the organisation. The General Manager will look into your case and make a detailed investigation. Again you will receive a response within 10 working days from when we receive your letter.

The address to write to is: SCA Ltd, 167-169 Falls Road, Belfast, BT11 9EL

or email 'The Complaints Officer' or 'The General Manager' at info@scaltd.net.

 

Note: All complaints are dealt within the time frame as per our customer charter.

SCA work towards continuous improvement and welcome customer feedback and suggestions.
During 2007-08 SCA complaints in the Day Centre went up due to the problems SCA were experiencing with our new mini-bus.
This matter was fully investigated and actions have been put in place to resolve our transport problem.

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