Complaints Policy

 

We always endeavour to provide the best service and products for our customers.  However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.   

To ensure that we are able to put things right as soon as we can, please follow the steps below and we will respond promptly to ensure complete satisfaction. 

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In the first instance we ask that you contact the member of staff who delivered the service with your complaint. The member of staff will work with you to try and resolve the problem immediately or they will refer you to someone who can help. 

If you are not satisfied with the resolution or the way your complaint has been dealt with we ask that you make a formal complaint in writing or via email.  We will acknowledge your complaint within two working days. 

A member of our senior staff will investigate your complaint and respond to you directly, detailing any remedial action. We will confirm with you that you are satisfied with the resolution of your complaint before we close the matter. We aim to respond fully to all formal complaints within ten working days. 

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In the unlikely event you remain dissatisfied with the way the complaint has been dealt with or what has been proposed, your complaint can be escalated to either the Federation of Master Builders Dispute Service or as a Which? Trusted Trader we can use the Dispute Resolution Ombudsman.  You can contact the FMB’s Complaints Service by calling 0113 201 4263 or email complaints@fmb.org  Under this service the case could be referred to an independent Alternative Dispute Resolution organisation. 

If you wish to refer to the Dispute Resolution Ombudsman please contact 0117 981 2929 or via  their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/