FAQs

Complaints and Resolution Process

Prior to commencement of contract, Irongate Group will work with our client to provide a Customer Complaint/Service Procedure to meet client specific agreed requirements. Irongate Group’s current customer complaint procedure can be adapted to suit our clients needs.

Once a customer complaint has been resolved Irongate Group will also provide a 3 month monitor. The requisitioner will receive a monthly call for 3 consecutive months following resolution of Irongate Group’s Quality Manager. Irongate Group’s Quality Manager will ensure that the requistioner is completely satisfied with the service being provided by Irongate Group.

A customer complaint form is completed for each complaint and all documentation relating to the resolution of the complaint is filed in Irongate Group’s Customer Complaint Folder. Corrective and preventative action is taken and documented in line with Irongate Group’s Quality System. As part of training each requistioner will be given a user guide which includes details of the customer complaint procedure.

To ensure that customer service levels Irongate Group will conduct annual supplier feedback questionnaires to all end users. End users are asked to grade our performance in 5 main categories and 17 sub categories. The categories can be agreed with our client to ensure all performance criteria are captured. Feedback is then analysed by Irongate Group and the results are presented back to the Purchasing Team.