Complaints policy

COMPLAINTS POLICY INC. NICEIC COMPLAINTS AND PLATINUM PRICE PROMISE

CUSTOMER CARE

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.

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.

Ombudsman Services/Alternative Dispute Resolution

If you choose to escalate your complaint: You can do so through one of the following:

The business is NICEIC registered. NICEIC offers a Complaint Service for registered members. Details of the complaints which can be escalated are available online at http://www.niceic.com/find-a-contractor or call them on 01582 539036.

The business has access to an Ombudsman 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 the Dispute Resolution Ombudsman. Before the Dispute Resolution Ombudsman can deal with your complaint you will need to contact Which? Trusted Traders on 0117 456 6031 who can explain if you are eligible to use the Ombudsman’s services.

NICEIC PLATINUM PRICE PROMISE

The Platinum Promise provided by NICEIC for the business enables eligible customers to get work put right in the event the business is no longer registered, or has ceased trading.

 

The Platinum Promise can be used if the business was registered with NICEIC at the time the installation was completed and the work was fully completed within the last six years. For further information go online to: https://www.niceic.com/find-a-contractor/platinum-promise

Our Procedure 

Either call, email or write* to us. The business aims to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised. Where the business is unable to resolve your complaint using the business complaints procedure, as a Which? Trusted Trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that the business cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 456 6031.

*please request proof of receipt if posting.