Complaints policy
EMG Installations Ltd · Version 1.0 · Approved by Bobby Paton, Director
Purpose
EMG Installations Ltd aims to provide professional, reliable services. Where a customer or stakeholder is dissatisfied, we want concerns raised promptly so they can be reviewed fairly and, where appropriate, resolved.
How to complain
Complaints should preferably be made in writing and should include the complainant’s name and contact details, relevant address or site, a description of the issue, dates, supporting information and the outcome sought. Please send complaints to [email protected] or by post to 22 Langlands Avenue, Kelvin Industrial Estate, Glasgow G75 0YG.
Acknowledgement
EMG will acknowledge complaints within a reasonable period and identify any information required to investigate the matter. Complex technical or contractual matters may require additional time.
Investigation
The complaint will be reviewed by an appropriate person who will consider relevant records, engineer reports, photographs, correspondence, contractual terms and other evidence. Where necessary, technical staff or third parties may be consulted.
Response
EMG will provide a reasoned response setting out its findings and any proposed corrective action, remedy or next step. Where a complaint cannot be upheld, the reasons will be explained.
Escalation and ADR
Where an applicable consumer code, certification scheme, ombudsman, alternative dispute resolution (ADR) provider or contractual dispute process applies, EMG will provide relevant escalation information where required. The appropriate route depends on the service and contractual relationship.
Records and learning
Complaints and outcomes are recorded and may be reviewed for trends, corrective actions, training needs and service improvement.
Conduct
EMG expects all parties to communicate respectfully. Genuine complaints will not be disadvantaged because they have been raised.
Download PDF
Environmental policy
EMG Installations Ltd · Version 1.0 · Approved by Bobby Paton, Director
Policy statement
EMG Installations Ltd is committed to protecting the environment, preventing pollution and continually improving environmental performance across our mechanical, electrical, energy and building-services activities.
Scope
The policy covers office, warehouse, vehicle and site activities, including procurement, installation, servicing, maintenance, decommissioning, waste handling and the use of energy, water, refrigerants, chemicals and materials.
Environmental management
EMG operates an environmental management system aligned with ISO 14001. EMG has an internal environmental lead, with senior management retaining overall accountability. Environmental aspects, compliance obligations, objectives, controls and improvement actions are reviewed through the management system.
Key environmental aspects
Relevant aspects include fuel and vehicle use, energy consumption, waste generation, packaging, metals and WEEE, refrigerants, chemicals and flushing products, water use, noise, dust, spills, procurement choices and the environmental impact of installed equipment.
Controls
Environmental risks are considered during planning and RAMS. Waste is segregated where practicable and transferred through appropriate routes. Chemicals and refrigerants are stored, transported and used responsibly. Spill prevention and response arrangements are maintained. Employees are expected to minimise unnecessary idling, energy use, water use and material waste.
Sustainable procurement
Where reasonably practicable, EMG considers durability, energy efficiency, repairability, responsible sourcing, packaging, transport impact and end-of-life management when selecting products and suppliers.
Competence and engagement
Environmental responsibilities are communicated through induction, briefings, toolbox talks and CPD. Employees are encouraged to identify waste reduction, efficiency and pollution-prevention opportunities.
Objectives and improvement
EMG seeks measurable improvement through reduction of waste, efficient routing and fleet use, responsible materials management, energy-efficient solutions and continual review of environmental objectives and performance.
Review
This policy is reviewed annually and when significant environmental, operational or legal changes occur.
Download PDF
Sustainability & carbon reduction policy
EMG Installations Ltd · Version 1.0 · Approved by Bobby Paton, Director
Commitment
EMG Installations Ltd recognises the environmental and commercial importance of reducing greenhouse-gas emissions, resource consumption and waste. Sustainability is considered across our own operations and the services we deliver.
Operational priorities
Priorities include efficient journey planning, reducing unnecessary vehicle idling, maintaining vehicles and equipment, reducing office and warehouse energy use, responsible waste segregation, reducing avoidable material waste and selecting efficient equipment where practicable.
Project delivery
Where within our scope, we seek to support efficient heating, electrical and energy systems through appropriate installation, maintenance, controls, metering, system optimisation and low-carbon technologies.
Procurement
Purchasing decisions may consider whole-life performance, energy efficiency, product longevity, repairability, packaging, local availability and responsible disposal.
Waste and circularity
Materials should be reused or recycled where safe and practicable. WEEE, metals, packaging, oils, chemicals and other controlled wastes are managed through appropriate routes.
Measurement and improvement
EMG will progressively improve the quality of environmental and carbon data available to the business. Where clients require project-specific carbon or sustainability reporting, appropriate measures and evidence will be agreed.
Governance
Sustainability performance is considered within the ISO 14001 environmental management framework and reviewed by management.
Download PDF
Social value policy
EMG Installations Ltd · Version 1.0 · Approved by Bobby Paton, Director
Commitment
EMG Installations Ltd seeks to create positive social, economic and environmental value through the way we employ people, procure goods and services, train our workforce and deliver projects in local communities.
Employment and skills
We aim to support sustainable employment, apprenticeships and skills development where business needs allow. Employees are supported through CPD, practical training and opportunities to develop technical competence.
Local economic value
Where commercially and operationally appropriate, EMG seeks to use local labour, suppliers and SMEs, helping expenditure remain within the communities in which projects are delivered.
Fair and inclusive work
We are committed to fair treatment, equal opportunity, respectful workplaces and responsible employment practices. Decisions relating to employment and development are based on legitimate business and competence requirements.
Community and customer impact
Our teams are expected to behave respectfully in occupied homes, communal areas and public environments. We aim to minimise disruption, communicate clearly and consider vulnerable residents and local stakeholders when planning work.
Environmental value
Social value includes reducing waste, supporting energy efficiency, responsible materials management and contributing technical expertise to lower-carbon infrastructure and building-services solutions.
Measurement
Where contractually required, project-specific social value commitments may be established and monitored, including training hours, local employment, local spend, community engagement and environmental outcomes.
Review
This policy is reviewed annually and may be supplemented by project-specific social value plans.
Modern slavery & human trafficking policy
EMG Installations Ltd · Version 1.0 · Approved by Bobby Paton, Director
Statement
EMG Installations Ltd has zero tolerance for modern slavery, forced labour, servitude and human trafficking within its own operations or supply chain.
Scope
This policy applies to employees, agency workers, subcontractors, suppliers and other parties working with or on behalf of EMG.
Expectations
We expect employment to be freely chosen, workers to retain control of their identity documents, wages to be paid lawfully, and coercion, exploitation, recruitment fees and unlawful restrictions on movement to be prohibited.
Supply chain due diligence
Supplier and subcontractor risk is considered proportionately, particularly where labour, geography, recruitment practices or product sourcing may create heightened risk. EMG may request evidence of employment practices, policies, certifications or supply-chain controls.
Reporting
Employees and contractors are encouraged to report concerns immediately to management. Concerns will be considered seriously and escalated where appropriate. Retaliation against a person raising a genuine concern in good faith is not acceptable.
Response
Where credible concerns arise, EMG may investigate, seek corrective action, suspend engagement or terminate a supplier or subcontractor relationship, subject to the circumstances and contractual rights.
Annual statement
Where EMG becomes legally required to publish a statutory modern slavery statement, the company will ensure the statement meets the applicable requirements. This policy may also be published voluntarily as evidence of our standards.
Download PDF
Privacy policy
How we collect, use and look after your personal information when you contact us or use this website — including the information we collect through our enquiry forms, who we share it with, how long we keep it and your rights under UK data protection law.
Read our privacy policy