Complaints Procedure

We hope you will never need to make a complaint. We aim to make your experience as stress-free as possible with an experienced building team, helpful and friendly sales and admin team and a highly-skilled remedial team if your product experiences any teething problems in the initial stages post-installation.

In the unlikely event that you do find an issue you can make an official complaint to a member of staff by phone: 01943 816212.

Complaints are important to us – they help us develop as a company and inform the practices we put in place to make sure we better serve our customers in the future. That is why we will endeavour to make sure that throughout the complaint procedure you feel supported and listened to. Of course, in every instance of a complaint being made we will make every effort to resolve it straight away. However, this sometimes isn’t always possible that is why we have put some simple, clear steps in place to make sure you know where you stand.

Once we have received your complaint it will be assigned to a member of staff who will be responsible for coming to a decision and will aim to resolve the complaint in as timely a manner as possible. We will aim to tell you who this member of staff is within 7 working days with some contact information in case we require further information, or you wish to talk to provide further information. This member of staff will be responsible for keeping you up to date in our attempt to resolve the issue or come to a suitable conclusion.

Despite our best efforts, as a last resort you can escalate your complaint. As a Which? Trusted trader, we use Dispute Resolution Ombudsman for dispute resolution. If you feel dissatisfied with our attempt to resolve the issue you can refer the complaint to them. Please contact 0333 241 3209 or via their website: http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/