Customer Care Policy

VEM Services Limited have a firm commitment to provide the most appropriate and best available service to all of our clients’ to fit their needs, however small or large. This includes ensuring that our standard of customer care and service is set to a high standard, which includes ensuring that our staff are trained beyond what is required to meet the needs of all of our clients.

Purpose and scope

This policy statement supports and outlines our aims and objectives to provide a professional, personal friendly pest control service to the highest possible standard. This ensures that we are driven to provide you, the client, with the maximum satisfaction with the minimum of fuss or complaints, and that our work is carried out to the highest standards possible.

This policy outlines our standard of care, how it is implemented and how it is maintained. Information is provided for you to understand that:

  • We passionately care about our work and just as importantly what are clients think of our services
  • What our clients can expect from us
  • What they can do should they be unsatisfied or wish to complain about a service that has, or has not, been provided, or about the conduct of a member of our service team

Our standards

Our standards are defined by our clients to drive us to deliver the best possible service and care that they deserve. To enable us to fulfil this we will:

  • Regularly ask clients for their opinions on the services that we provide them with
  • Use these opinions to then shape the services that we will provide
  • Develop innovative new ways of delivering a service and to work smarter; create cutting edge solutions, and to become your partner of choice
  • Be honest with customers about the services we can and can’t provide and to propose the services that the client only needs
  • To promptly attend for our appointments on time, to communicate promptly and clearly should we not be able to meet our scheduled appointment due to any unforeseen circumstances

Our staff commitment

Our staff are essential in delivering our services and ensuring our customers are satisfied.
We will:

  • Ensure that our staff are sufficiently trained and competent to deliver our services
  • Ensure that our staff treat all customers with respect, courtesy and understanding at all times
  • Ensure that all members of our team are trained in customer care

How we communicate with you

Efficient correspondence with customers is essential in keeping them satisfied.
We will:

  • Listen carefully to the customer
  • Be polite, honest and accurate with the information we provide
  • Respond to all enquiries promptly and with courtesy
  • Ensure the customer understands all of the information provided
  • Conduct correspondence confidentially and in a professional manner
  • Inform customers of any changes or delays in good time
  • Provide alternative sources for services where we may not be able to help
  • Keep customers informed of any subsequent stages in the process

Measuring the standards

We want to ensure that our customer care is optimal and this will be measured by our customers. To enable this we will:

  • Seek regular feedback from clients on customer satisfaction
  • Investigate all complaints thoroughly and in a timely fashion and to communicate clearly with the client during this process
  • Use feedback and results of complaint investigations to influence changes in customer care and to seek out areas in which we can improve

In case of complaints or grievances

If you are not satisfied or have a complaint about the conduct/behaviour of a member of the team, our service or our work, then please contact:

The General Manager

  • By telephone: 0800 093 0933
  • By email:
  • By post: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

Call today for a Free No Obligation Quotation on 0800 093 0933 / 020 3254 1111