Activon aims to provide a quality and professional service at all times, and our Customer Charter sets out our commitment to our customers under four core themes:
- Honesty and transparency
- Competence
- Communications
- Feedback and complaints
Honesty and transparency
We will be honest and transparent in our dealings with you. This means we will agree the costs you will incur before we start any chargeable work for you, and we will be clear on whether we have provided a fixed price quote, or an estimate. If you have agreed for work to commence based on an estimate, we will also have agreed the maximum costs you may be charged.
We will never recommend work which in our professional opinion does not need to be done, or which does not represent value to our customers. If you nonetheless ask us to quote for such work to your specification, we will note our professional opinion on the Statement of Work.
When dealing with clients who are not VAT registered, our quoted prices will include VAT and any other costs – the price we quote is the price you pay. Unless advised otherwise, we assume businesses are VAT registered and individuals are not.
From time to time, we may sub-contract work to other businesses – either because we require their specific skills or expertise, or because we have an unusually high workload which would cause undue delays to your project. If we sub-contract work for you, we will notify you to whom we have subcontracted work, and give you the opportunity to object. All our subcontractors are bound by this Customer Charter when working on Activon projects.
Before starting work for you, we will agree a Statement of Work, which sets out the objectives, timescales, what we will do, what we will not do, and the price you will be charged.
We carry out background vetting of our staff and contractors, including criminal records checks.
Competence
We will only do work for you that we are competent to undertake. Our staff and contractors have the necessary skills, experience and qualifications to carry out the work we have agreed, including registration with any statutory bodies or trade organisations where this is a requirement, for example to self-certify notifiable work in accordance with Building Regulations.
Our individual staff may be members of professional bodies and organisations such as the Project Management Institute (PMI) and the Information Systems Audit and Control Association (ISACA) which have their own codes of conduct, and where applicable agree to the terms and scope of those organisation’s codes of practice.
We issue BS7671 certification for all electrical work, including minor works, including registtration with the appropriate Local Authority Building Control when notifiable work is undertaken.
Communications
We will communicate clearly and in a timely manner with our customers, suppliers and contractors. When you begin to deal with us, you will be told who your primary contact is at Activon. This person will be responsible for ensuring your satisfaction in all your dealings with us.
Our business correspondence will always be clearly identifiable with our brand, with written or email communications always including our address and contact details.
When speaking on the telephone, our staff will always identify themselves by name and state they are calling on behalf of Activon. Calls to and from our offices are recorded for quality purposes, and are occasionally reviewed by our Management team to ensure the quality of our communications.
Feedback and Complaints
We welcome feedback, both positive and negative, and encourage you to tell us how satisfied you are with our work, and whether we have met your expectations.
We understand that sometimes things do not go as expected, and we have a formal complaints process as part of our Quality Management System. If you are unhappy with any aspect of our work, please discuss with any member of our staff, who will aim to deal with your feedback appropriately.
If you remain unsatisfied, you may request your complaint is reviewed by another member of staff, usually a Company Director. Depending on the nature of your complaint, there may also be an independent process from one of our trade organisations or professional certification bodies to whom your complaint could be escalated. We will make you aware of the full escalation path available to you, although we hope we will be able to resolve the issue to your satisfaction without escalation.