Ringley Group | Ringley Group

All our people have the authority to do the right thing. Like any business we have escalation channels to review and resolve things for you.. We will involve the responsible person in resolution, that’s the way people learn best, so often escalation will be by a conference call with a line manager and sometimes with a member of customer care to minute the meeting or discussion may be the next step.

In the interests of continuous improvement issues are also fed back to our weekly Chairman’s so learning can be fed down to all team.

Here’s what will happen to your concern:

We will let you know which person or department is responsible for finding a solution, we will formally track matters that cannot be resolved within 24 hours as a “Quality Tracked Issue”.

Where the ‘Responsible Person’ is unable to resolve matters, we’ll escalate things to a Senior Manager. This provides a fresh perspective and perhaps a little more experience. Our Customer Care Team are responsible for tracking progress and chasing up other teams.

We target ourselves to resolve 90% of Quality Tracked Issues within 10 days. Those that take longer are discussed at the weekly Chairman’s meeting.

ESCALATION CHANNELS

0207 267 2900
makeringleybetter.co.uk

Ringley@Facebook
quality@ringley.co.uk

OUR COMMITMENT: RESOLVE IN 10 DAYS

If you have a complaint regarding your experience, rest assured that all our team members are empowered to address it promptly. For repairs please refer to our service level agreement (SLA) which sets out specific response targets for different types of repairs for the 1st response, please note things can take longer if parts are required. That said, we do have escalation channels dedicated to reviewing and resolving issues, they will debrief and support the responsible person, that’s the way we all learn best, so often escalation will be by a conference call with a line manager and sometimes with a member of customer care to minute the meeting or discussion may be the next step.

In the interests of continuous improvement issues are raised in team meetings so any learning can be adopted company-wide, and also can be escalated to our weekly Chairman’s for top-down support.

Here's what to expect:

Formal Tracking: If we cannot resolved your issue within 24 hours, it will be formally tracked as a "Quality Tracked Issue".
Identify the Responsible Party: We will assign your request to the responsible individual, copying the team leader and customer are manager.
Escalation to Senior Management: If necessary, unresolved matters are promptly escalated to a Senior Manager who will provide additional support and expertise to facilitate resolution.
Oversight by Customer Care Team: Our dedicated Customer Care Team closely monitor progress, ensuring adherence to our predetermined response times and providing assistance where needed.
Resolution Target: We aim to resolve 90% of issues within 10 days and will engage with you where deeper investigation or 3rd party inputs mean things will take longer.
Continuous Improvement: Any exceptions or longer-standing concerns are thoroughly reviewed during our Chairman’s meetings, driving ongoing enhancements to better serve you.

Rest assured, your feedback is valuable to us, and we're committed to addressing your concerns with care and diligence.