The business always endeavours to provide the best service. However, on rare occasions, there may be times when 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 termsand 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.
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.
If you choose to escalate your complaint: You can do so through one of the following: The business is registered with NICEIC, they offer 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 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? TrustedTraders’ Alternative Dispute Resolution. You will need to contact Which?Trusted Traders on 029 2267 0040 who can explain if you are eligible to usetheir Alternative Dispute Resolution.
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
