Complaints
We hope you do not have a complaint, but realise that there will be times when customers do.
If you have a complaint about the service we have provided, please fill in the form below and we will respond as indicated at the foot of this page.
Our aim is to resolve the matter as swiftly as possible with the minimum of fuss, and where necessary will arrange a return visit by the original assembler or a more senior member of our team to do so.
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What happens after I submit this Complaint Form?
After we receive your complaint we will follow our internal procedure to try to resolve the matter, in summary:-
- You will receive an acknowledgement via phone, email or letter.
- We will investigate and consider what action is required to resolve the complaint
- We will respond with our initial decision and confirm if we think any further action is required.
- If we can resolve the matter with the minimum of fuss we will.
- If the complaint requires a return visit from the original assembler (or a more senior person), we will contact you to arrange this.
- We will review the complaint and action we have taken so far, and write to you with the outcome of what we have done or intend to do to resolve the matter.
- If you are unhappy with this outcome, the complaint can be escalated to a Company Director to review whether your complaint has been treated fairly by the Complaints Management Team or not.
- We believe our complaints managment process to be fair and transparent. If you are still unhappy with the outcome, you can contact the Citizens Advice Bureau or Trading Standards.
Finally, your complaint will feed into our Measurement, Analysis and Improvement process which is part of our commitment under ISO-9000 to a continual improvement model.
