COMPLAINTS POLICY

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 02922 670 040 who can

explain if you are eligible to use their Alternative Dispute Resolution.