The
business always endeavours to provide the best service. However, on rare
occasions there may be times where a customer may not be completely
satisfied.
To
ensure the business can put things right for you, as soon as possible after the
completion of the works, please inspect the work to ensure everything has been
carried out based on the contract terms and to the high standards the business
aims to achieve.
Please
contact the business straight away with any concerns either by phone, email or
write to us. If writing, get proof of posting.
Business Complaint Procedure
On
receipt of your complaint the business aims to respond within 5
days.
The business will arrange a
convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the
business is unable to resolve your complaint having exhausted the business
complaints procedure, it may be necessary to use another complaint
service. Where the business cannot resolve the complaint to your
satisfaction and/or agree to the final resolution requests confirmed to us; and
both parties agree a ‘deadlock’ has been reached, you can then escalate your
complaint.
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 029 2267 0040 who can explain if you are eligible to
use their Alternative Dispute Resolution.
