Customer Complaints

1. Purpose

Verano Engineering Ltd is committed to providing a high standard of structural engineering advice and service. We recognise that, occasionally, clients or other parties may be dissatisfied with our work, our conduct, or our fees. This policy sets out how we handle such complaints fairly, promptly and consistently, and how complaints are used to improve our service.

2. What we treat as a complaint

A complaint is any expression of dissatisfaction, whether made verbally or in writing, about:

• the technical advice, calculations, drawings or reports we have provided;
• the conduct, communication or professionalism of our staff;
• delays in delivering agreed work;
• fees, invoicing or other commercial/contractual matters; or
• any other aspect of the service we have provided.

A general query or request for clarification is not treated as a complaint unless the person specifically indicates dissatisfaction.