Customer Complaint Policy
Our commitments to you
Our Company is dedicated to providing excellent customer service and maintaining a healthy customer relationship. We have a complaints policy to ensure all complaints are handled as efficiently and effectively as possible.
As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
Our Responsibilities:
Handling your Complaint:
Our company recognises good customer care is fundamental to its business. Good customer care will be based on respect for customers and their views and wishes. However, we recognise that mistakes may be made and we will deal with complaints seriously and with sensitivity, allowing proper redress when appropriate.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
Our Responsibilities:
- To provide an efficient and fair procedure to handling complaints.
- To keep customers informed of their complaint and the expected time frame for resolution.
- Quarterly to review our complaints, in order to improve our standards for customer service.
Handling your Complaint:
- Upon receiving a complaint, we shall acknowledge your matter via telephone, or in writing within 2 business days.
- We will keep you informed of the progress of your complaint, proposed actions and the time frame for resolution.
- Our aim is to resolve complaints in a timely manner, dependant on what the complaint is about.
- We will advise you on the outcome of your complaint.
- We may impose a charge for handling your complaint in special circumstances. i.e. we may charge you a fee where your complaint requires us to retrieve archived records that are more than 24 months old.
- Making a complaint should normally be free, if we think your complaint requires a charge, we will not impose one without discussion with you first.
Our company recognises good customer care is fundamental to its business. Good customer care will be based on respect for customers and their views and wishes. However, we recognise that mistakes may be made and we will deal with complaints seriously and with sensitivity, allowing proper redress when appropriate.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
