1. Electronic Complaint Submission Form
Complete the formal intake form below. Your submission will be assigned a unique case tracking reference and automatically routed to the designated compliance department.
2. Issue Categorisation & Responsible Teams
To ensure impartial, rapid, and competent handling, every complaint is directed to a specialized internal investigation unit:
Investigated by: Operations Helpdesk & Regional Account Management
Investigated by: Supply Chain Compliance & Vetting Team
Investigated by: Commercial Management & Finance Directorate
Investigated by: Head of QHSE & Safety Officers (RIDDOR Assessment)
Investigated by: Data Protection Officer (Statutory 30-Day Timeline)
Investigated by: Independent Directors (Restricted Access Shield)
3. Three-Stage Resolution Procedure
1Stage 1: Operational Review & Root Cause Analysis
Upon receiving your complaint, the designated department head will review all site telemetry, work order notes, attendance timestamps, and supplier records. Where appropriate, an operative callback, remedial visit, or billing credit will be issued promptly with a written explanation.
2Stage 2: Director-Level Executive Escalation
If you remain dissatisfied with the Stage 1 outcome, you may request an executive escalation. An executive Director who was not involved in the original operational delivery will conduct a comprehensive contract and governance review and issue a formal written Final Decision.
3Stage 3: Independent Mediation & Alternative Dispute Resolution
If an amicable agreement cannot be reached following Stage 2, parties may mutually agree to explore formal independent alternative dispute resolution or professional mediation prior to initiating formal litigation.
4. Service Standards & Response Windows
We maintain transparent governance timelines across all received complaints:
- Written Acknowledgment: Issued to your registered email within 2 business days (1 business day for Health & Safety hazards).
- Investigation Target: Standard commercial matters are targeted for substantive resolution within 7 to 10 business days.
- Statutory Data Protection: Handled strictly within the statutory 1-month window under UK GDPR Article 12(3).
5. External & Statutory Escalation Pathways
Authorised by: EntireFM Legal, Risk & Compliance Committee
Operating Company: EntireFM (trading name of Alkota Group Limited). Registered in England and Wales (Company No. 13535215).
This policy is formally reviewed annually and immediately following any statutory or operational changes.
Data Protection & Legal Governance Inquiries
For statutory requests, data protection questions, contract notices, or governance inquiries, please contact our designated compliance team.
Related Governance Policies
View Legal CentreStandard Terms of Business
Core commercial terms governing facilities management services, planned preventative maintenance (PPM), reactive engineering, statutory compliance, and CAFM technology delivery.
Data Protection Complaints Procedure
Formal electronic complaints mechanism and statutory procedure for raising data privacy, marketing opt-out, or Subject Access Request concerns.
Whistleblowing & Speak-Up Policy
Confidential reporting procedure protecting employees, contractors, and suppliers who make public interest disclosures under the Public Interest Disclosure Act 1998.