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1</head><body class="__className_f367f3 __variable_c2c3d1 __variable_f367f3 experience antialiased"><div hidden=""><!--$--><!--/$--></div><div class="SiteSettingsWrapper_layoutWrapper__qZ5kk"><header class="header_component__GqORT"><div class="container_component__sGeLN header_component_container__KJ604" data-testid="container"><div class="header_component_navWrapper__9_uIq header_component_navWrapper_left__QhX_I"><div class="header_component_logo__p2zLN"><a href="/"><img alt="Once For All Logo in White" width="150" height="39" decoding="async" data-nimg="1" style="color:transparent" src="https://images.eu.ctfassets.net/mhoofdv7brn9/3tPOoA2c8TI37hRaalcho8/79c284af47edbe43a21a905ccd1594f1/Logo.svg"/></a></div><div class="header_component_menuLinks__2XrT7"><nav class="desktopNav_desktopNav__RaQpU"><div class="desktopNav_desktopNav_links__X_tha"><div><a class="desktopNav_desktopNav_link__QXXXe" target="_self" href="/ssip/once-for-all-health-and-safety#about-us">About</a></div><div><a class="desktopNav_desktopNav_link__QXXXe" target="_self" href="/ssip/once-for-all-health-and-safety#benefits">Benefits</a></div><div><a class="desktopNav_desktopNav_link__QXXXe" target="_self" href="/ssip/once-for-all-health-and-safety#how-it-works">Process</a></div><div><a class="desktopNav_desktopNav_link__QXXXe" target="_self" href="/ssip/once-for-all-health-and-safety#faq">FAQs</a></div></div><div></div></nav></div></div><div class="header_component_rightSection__AeWmh"><div class="header_component_ctas__sSnuO"><nav class="desktopNav_desktopNav__RaQpU"><div class="desktopNav_desktopNav_links__X_tha"></div><div><div class="desktopNav_desktopNav_ctas__KNjuI"><a target="_self" class="desktopNav_desktopNav_cta__5mKuL" href="https://www.constructionline.co.uk/products-services/once-for-all-health-and-safety/"><button class="button_base__zi7lJ button_base--primary__OMIUE"><div class="button_base_children___fiAR">Get started</div><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-arrow-right" aria-hidden="true"><path d="M5 12h14"></path><path d="m12 5 7 7-7 7"></path></svg></button></a></div></div></nav></div><button class="header_component_hamburger__nxAYU" aria-label="Toggle menu" aria-expanded="false"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-menu" aria-hidden="true"><path d="M4 12h16"></path><path d="M4 18h16"></path><path d="M4 6h16"></path></svg></button></div></div><div class="mobileNav_mobileMenu_overlay__7K5Ca" role="presentation" data-testid="mobile-menu-overlay"></div><nav class="mobileNav_mobileMenu__09cXO"><div class="mobileNav_mobileMenu_content__g_L5o"><div class="mobileNav_mobileMenu_sections__6c_ap"><div class="mobileNav_mobileMenu_section__O5G7f"><a class="mobileNav_mobileMenu_sectionLink__MoDrI" target="_self" href="/ssip/once-for-all-health-and-safety#about-us"><span>About</span></a></div><div class="mobileNav_mobileMenu_section__O5G7f"><a class="mobileNav_mobileMenu_sectionLink__MoDrI" target="_self" href="/ssip/once-for-all-health-and-safety#benefits"><span>Benefits</span></a></div><div class="mobileNav_mobileMenu_section__O5G7f"><a class="mobileNav_mobileMenu_sectionLink__MoDrI" target="_self" href="/ssip/once-for-all-health-and-safety#how-it-works"><span>Process</span></a></div><div class="mobileNav_mobileMenu_section__O5G7f"><a class="mobileNav_mobileMenu_sectionLink__MoDrI" target="_self" href="/ssip/once-for-all-health-and-safety#faq"><span>FAQs</span></a></div></div><div class="mobileNav_mobileMenu_ctaFooterWrapper__cTGp4"><div class="mobileNav_mobileMenu_ctas__z3pwx"><div class="mobileNav_mobileMenu_cta__GoD_4"><a target="_self" href="https://www.constructionline.co.uk/products-services/once-for-all-health-and-safety/"><button class="button_base__zi7lJ button_base--primary__OMIUE w-full"><div class="button_base_children___fiAR">Get started</div><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-arrow-right" aria-hidden="true"><path d="M5 12h14"></path><path d="m12 5 7 7-7 7"></path></svg></button></a></div></div></div></div></nav></header><div class="SiteSettingsWrapper_main__gdlt8"><main class=""><section class="hero_base__OmkMi">
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1<script id="breadcrumb-structured-data--complaints" type="application/ld+json">{ 2 "@context": "https://schema.org", 3 "@type": "BreadcrumbList", 4 "itemListElement": [ 5 { 6 "@type": "ListItem", 7 "position": 1, 8 "name": "Home", 9 "item": "https://onceforall.co.uk/" 10 }, 11 { 12 "@type": "ListItem", 13 "position": 2, 14 "name": "Complaints" 15 } 16 ] 17}</script>
17<nav aria-label="breadcrumb"><ol class="breadcrumb_breadcrumb__vmigi"><li class="flex items-center"><a class="breadcrumb_breadcrumb__link__n2sB0" href="/">Home</a><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-chevron-right breadcrumb_breadcrumb__separator___jy42" aria-hidden="true"><path d="m9 18 6-6-6-6"></path></svg></li><li class="flex items-center"><span class="breadcrumb_breadcrumb__link__n2sB0 breadcrumb_breadcrumb__link--active__L2Sxw">Complaints</span></li></ol></nav><div class="hero_base__container__default__GLqtK"><div class="hero_base__container__default__content_wrapper__DnCfd"><div class="hero_base__container__default__text_container__YrXQa"><h1>Complaints</h1><div class="hero_rich_text__R8_yR"><div class="rich-text-viewer_component__kO49R"><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">We are committed to providing a high-quality service to all of our customers. However, if you believe that things have gone wrong, please send us your complaints and comments. We take these very seriously.</p></div></div></div></div></div></div></section><article class="document_component__8XnAr">
17<div class="container_component__sGeLN document_component_container__myZm7" data-testid="container"><div class="document_component_container_content__iqHbZ"><div class="rich-text-viewer_component__kO49R"><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">We are accredited to the British Standards Instituteâs BS EN ISO 9001:2015, ISO10002:2018 and ISO/IEC27001. This means we must follow a strict process when dealing with complaints. We have put together the following guidelines to help you. </p></div><section id="2TBCye3EqMRlreOxB8BfKM" class="document_component_section___YWPH"><h2>How to make your complaint</h2><div class="rich-text-viewer_component__kO49R"><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">In the first instance, if you are unhappy about any part of the service being provided to you by Once For All you should contact our Client Services Team who will be happy to assist you with your query. Please contact out Client Services Team: </p><ul class="rich-text-viewer_component_unorderedList__543px"><li class="rich-text-viewer_component_listItem__kFVc_"><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">By phone on <a href="tel:03333003066" target="_blank" rel="noopener noreferrer" class="rich-text-viewer_component_hyperlink__j0hpI">0333 300 3066</a> </p></li><li class="rich-text-viewer_component_listItem__kFVc_"><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">By email to <a href="mailto:[email protected]" target="_blank" rel="noopener noreferrer" class="rich-text-viewer_component_hyperlink__j0hpI">[email protected]</a> website providing your registration number and as much detail about your concerns as possible, along with the way you would like us to reply (call back or email) </p></li></ul><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">In most cases, our Clients Services Team will be able to help you resolve your query. However, if you are dissatisfied with the outcome, or feel that your complaint needs to be dealt with in a more formal capacity, please contact us: </p><ul class="rich-text-viewer_component_unorderedList__543px"><li class="rich-text-viewer_component_listItem__kFVc_"><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">By email to <a href="mailto:[email protected]" target="_blank" rel="noopener noreferrer" class="rich-text-viewer_component_hyperlink__j0hpI">[email protected]</a> with âformal complaintâ in the subject field OR </p></li><li class="rich-text-viewer_component_listItem__kFVc_"><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">By letter to Once For All, PO BOX 6441, Basingstoke, Hampshire, RG21 7FN </p></li></ul><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">Whichever method of contact you use, please clearly state your registration number, full details of your complaint, what you would like us to do to resolve the issue, details of any action you have already taken to try and resolve the issue and the method by which you would like us to respond (whether you would prefer a call back or email). </p></div></section><section id="48alurABOL9vUigacuDt1w" class="document_component_section___YWPH"><h2>What happens next?</h2><div class="rich-text-viewer_component__kO49R"><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">We will acknowledge receipt of your complaint within one working day. We will investigate the issue and contact you by your preferred contact method to discuss your concerns. We will provide a full written response within 15 working days of receiving your complaint. If this is not possible, we will explain why and give you a date by which you can expect a full reply. </p><h3 class="rich-text-viewer_component_heading3__C3YSo">If you are not satisfied with our reply </h3><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">If you are not satisfied with the reply to your complaint, you can request a review of the complaint. Please email or write to us and state why you disagree with the response and how you would like the complaint to be resolved. </p><h3 class="rich-text-viewer_component_heading3__C3YSo">If you are still not satisfied </h3><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">If you are still not satisfied, you can request a further review by emailing or writing to our Managing Director at the address below. </p></div></section><section id="7IiNkvKnLQwL7V1x72V1gD" class="document_component_section___YWPH"><h2>Usersâ views</h2><div class="rich-text-viewer_component__kO49R"><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">One of the ways in which we can continue to improve our services is by listening to your views. </p><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">We would also welcome any comments or suggestions you have on our complaints procedure, to make sure it works as efficie
17ntly as possible. </p></div></section><section id="1j1ukYjPzZZUbf2dRTdUip" class="document_component_section___YWPH"><h2>How to contact us</h2><div class="rich-text-viewer_component__kO49R"><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">Once For All <br/>PO BOX 6441 <br/>Basingstoke <br/>Hampshire <br/>RG21 7FN </p><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">Eâmail: <a href="mailto:[email protected]" target="_blank" rel="noopener noreferrer" class="rich-text-viewer_component_hyperlink__j0hpI">[email protected]</a></p><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">Please note: We cannot be held responsible for the working practices of any of our members. If you have concerns about a company, please contact the Citizens Advice Consumer Advice line, who will pass your complaints to the appropriate local authority trading standards service. </p><p class="rich-text-viewer_component_paragraph__0yYGM rich-text-paragraph">To report a complaint, call the helpline on <a href="tel:03444 111 444" target="_blank" rel="noopener noreferrer" class="rich-text-viewer_component_hyperlink__j0hpI">03444 111 444</a> or visit <a href="https://www.citizensadvice.org.uk/" target="_blank" rel="noopener noreferrer" class="rich-text-viewer_component_hyperlink__j0hpI"><strong class="rich-text-viewer_component_bold__nN2Nw">www.citizensadvice.org.uk.</strong></a> </p></div></section></div><div class="document_component_container_toc__xLLvQ"><div class="table-of-content_component__GfGwi table-of-content_stickyPosition__PY4TG" aria-label="Table of contents"><div class="table-of-content_component_wrapper__YV4kj"><h5 class="table-of-content_component_wrapper_title__aDxB5">Table of contents</h5><div class="table-of-content_component_wrapper_divider__oSp7G"></div><div class="table-of-content_component_wrapper_scrollableContainer__5QkEC"><nav><ul class="table-of-content_component_wrapper_scrollableContainer_list__nKcRO"><li class="table-of-content_component_wrapper_scrollableContainer_list_item__1oQ3S table-of-content_component_wrapper_scrollableContainer_list_item_active__sWlOh"><a href="#2TBCye3EqMRlreOxB8BfKM" aria-current="true">How to make your complaint</a></li><li class="table-of-content_component_wrapper_scrollableContainer_list_item__1oQ3S"><a href="#48alurABOL9vUigacuDt1w">What happens next?</a></li><li class="table-of-content_component_wrapper_scrollableContainer_list_item__1oQ3S"><a href="#7IiNkvKnLQwL7V1x72V1gD">Usersâ views</a></li><li class="table-of-content_component_wrapper_scrollableContainer_list_item__1oQ3S"><a href="#1j1ukYjPzZZUbf2dRTdUip">How to contact us</a></li></ul></nav></div></div></div></div></div></article></main><!--$--><!--/$--></div><footer role="contentinfo" aria-label="Site footer" class="footer_component__Kiugf">
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17,\"content\":[{\"nodeType\":\"text\",\"value\":\"By letter to Once For All, PO BOX 6441, Basingstoke, Hampshire, RG21 7FN \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Whichever method of contact you use, please clearly state your registration number, full details of your complaint, what you would like us to do to resolve the issue, details of any action you have already taken to try and resolve the issue and the method by which you would like us to respond (whether you would prefer a call back or email).  \",\"marks\":[],\"data\":{}}]}]}}},{\"metadata\":{\"tags\":[],\"concepts\":[]},\"sys\":{\"space\":{\"sys\":{\"type\":\"Link\",\"linkType\":\"Space\",\"id\":\"mhoofdv7brn9\"}},\"id\":\"48alurABOL9vUigacuDt1w\",\"type\":\"Entry\",\"createdAt\":\"2025-07-22T06:59:24.441Z\",\"updatedAt\":\"2025-08-04T08:10:41.951Z\",\"environment\":{\"sys\":{\"id\":\"master\",\"type\":\"Link\",\"linkType\":\"Environment\"}},\"publishedVersion\":37,\"revision\":8,\"contentType\":{\"sys\":{\"type\":\"Link\",\"linkType\":\"ContentType\",\"id\":\"headingWithTextBlock\"}},\"locale\":\"en\"},\"fields\":{\"heading\":\"What happens next?\",\"text\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"We will acknowledge receipt of your complaint within one working day. We will investigate the issue and contact you by your preferred contact method to discuss your concerns. We will provide a full written response within 15 working days of receiving your complaint. If this is not possible, we will explain why and give you a date by which you can expect a full reply.  \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"If you are not satisfied with our reply \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"If you are not satisfied with the reply to your complaint, you can request a review of the complaint. Please email or write to us and state why you disagree with the response and how you would like the complaint to be resolved. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"If you are still not satisfied \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"If you are still not satisfied, you can request a further review by emailing or writing to our Managing Director at the address below. \",\"marks\":[],\"data\":{}}]}]}}},{\"metadata\":{\"tags\":[],\"concepts\":[]},\"sys\":{\"space\":{\"sys\":{\"type\":\"Link\",\"linkType\":\"Space\",\"id\":\"mhoofdv7brn9\"}},\"id\":\"7IiNkvKnLQwL7V1x72V1gD\",\"type\":\"Entry\",\"createdAt\":\"2025-07-22T07:00:30.999Z\",\"updatedAt\":\"2025-08-04T09:29:10.523Z\",\"environment\":{\"sys\":{\"id\":\"master\",\"type\":\"Link\",\"linkType\":\"Environment\"}},\"publishedVersion\":9,\"revision\":4,\"contentType\":{\"sys\":{\"type\":\"Link\",\"linkType\":\"ContentType\",\"id\":\"headingWithTextBlock\"}},\"locale\":\"en\"},\"fields\":{\"heading\":\"Usersâ views\",\"text\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"One of the ways in which we can continue to improve our services is by listening to your views. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"We would also welcome any comments or suggestions you have on our complaints procedure, to make sure it works as efficiently as possible. \",\"marks\":[],\"data\":{}}]}]}}},{\"metadata\":{\"tags\":[],\"concepts\":[]},\"sys\":{\"space\":{\"sys\":{\"type\":\"Link\",\"linkType\":\"Space\",\"id\":\"mhoofdv7brn9\"}},\"id\":\"1j1ukYjPzZZUbf2dRTdUip\",\"type\":\"Entry\",\"createdAt\":\"2025-07-22T07:02:08.427Z\",\"updatedAt\":\"2025-09-18T13:32:15.958Z\",\"environment\":{\"sys\":{\"id\":\"master\",\"type\":\"Link\",\"linkType\":\"Environment\"}},\"publishedVersion\":31,\"revision\":14,\"contentType\":{\"sys\":{\"type\":\"Link\",\"linkType\":\"ContentType\",\"id\":\"headingWithTextBlock\"}},\"locale\":\"en\"},\"fields\":{\"heading\":\"How to contact us\",\"text\":{\"nodeType\":\"document\",\"data\":{}
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