Scott Cawley Complaints Policy

Our Policy

Scott Cawley strives to deliver excellent services to our clients and other stakeholders, in line with our company’s vision, mission and values.

We understand that occasionally, issues may arise, and we are committed to addressing and resolving any complaints in a fair, efficient, and transparent manner. We value your feedback as it helps us improve our operations and maintain customer satisfaction.

In the unfortunate event that you feel we have not met the high standards that we set for ourselves, we encourage you to let us know so that we can resolve the matter satisfactorily and can look to improve the ways in which we conduct our business.

This policy outlines the process for making and our handling of complaints.

Our Procedure

If you have a complaint the first step is to raise it informally with your main contact, either verbally or in writing, so that they can resolve it. We would encourage you to raise the matter with them as soon as possible so that they can address your concerns before matters get worse. In practice, most complaints can be resolved in this way.

If this does not resolve the matter satisfactorily, we would ask that you make a formal complaint in writing, so that there can be no misunderstanding about the nature of your concerns. The formal written complaint should be addressed to our Senior Management Team (i.e. one of the following Chief Executive Officer, Chief Operating Officer or Chief Technical Officer) at admin@scottcawley.com

Once we receive your formal complaint we will take the following steps:

1. We will acknowledge your written complaint within 5 working days of its receipt and inform you of who is dealing with your complaint.
2. We will provide you with a point of contact who will look into your written complaint, requesting further information if necessary.
3. Within 15 working days of our acknowledgement of your written complaint, we will write to you to confirm the outcome of your complaint, including any action we propose to take as a result of the enquiry. If we are unable to meet this timescale we will notify you, explaining why, and setting a deadline by which you will hear from us again.

Our Commitment and Your Recourse to Further Action

All complaints will be treated with impartiality, respect, and sensitivity.  We will assess complaints based on their individual merits, taking into account relevant company policies, procedures, and applicable laws.

We are committed to resolving complaints promptly and to your satisfaction.  We hope to be able to resolve all complaints satisfactorily but accept that sometimes this may not be possible.

All our relevant staff are members of the Chartered Institute of Ecology and Environmental Management (CIEEM) so if your complaint relates to the technical competence of one or more of our employees, you have recourse to CIEEM’s professional conduct inquiry procedures (see https://cieem.net/resource/professional-conduct-inquiry-procedures/).

However, if your complaint relates to our business services, invoicing or charges you may contact the Competition and Consumer Protection Commission (https://www.ccpc.ie/business/).

The Company reserves the right to amend or revoke this policy.