Give Us Feedback
Our Complaints Procedure
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Purpose of this Complaints Policy
We welcome and encourage feedback of all kinds from our customers. If you have a Complaint about our products and/or services or customer service, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.
1.2 It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
1.2.1 To provide a clear and fair procedure for any customers who wish to make a Complaint about our products and/or services or customer service
1.2.2 [To ensure that everyone working for or with us knows how to handle Complaints made by our customers;
1.2.3 To ensure that all Complaints are handled equally and in a fair and timely fashion;
1.2.4 To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.
2. What this Complaints Policy Covers
2.1 This Complaints Policy applies to our sale of goods and provision of services and employees subcontractors and customer service.
2.2 For the purposes of this Complaints Policy, any reference to North South Windows includes our employees and subcontractors.
2.3 Complaints may relate to any of our activities and may include (but not be limited to):
2.3.1 The quality of customer service you have received from us
2.3.2 The behaviour and/or professional competence of our employees and subcontractors
2.3.4 Delays, defects, poor workmanship or other problems associated with the provision of services
3. Making a Complaint
3.1 All Complaints, whether they concern our goods and services, subcontractors or customer service should be made in one of the following ways:
3.1.2 By email, addressed to Dominic Barker at dominic@northsouthwindows.co.uk
3.2 When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:
3.2.1 Your name, address, telephone number and email address, we will contact you using your preferred contact method as your Complaint is handled
3.2.2 If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own
3.2.3 If you are making a Complaint about a particular transaction, please insert the reference number from your Service Agreement
3.2.4 If you are making a Complaint about a particular employee or subcontractor ours please include the name of that particular person
3.2.5 If you can include any additional details of your Complaint including, as appropriate, all times, dates, events, and people involved;
3.2.6 Details of any documents or other evidence you wish to rely on in support of your Complaint;
3.2.7 Details of what you would like us to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)
4. How We Handle Your Complaint
4.1 Following our Complaints Procedure, our aim is to always resolve complaints to your satisfaction without further recourse to External Resolution whenever possible. [If you are not satisfied with the resolution of your Complaint, you may refer to External Resolution as detailed below.]
4.2 Upon receipt of your Complaint, Dominic Barker will log the Complaint in our complaints log, and will acknowledge receipt of it in writing within 7 days, giving you a Complaint Reference.
4.3 When we acknowledge receipt of your Complaint we will also inform you of who is to handle your Complaint. This may be the person to whom your original Complaint was directed or your Complaint may be delegated to an appropriate member of our team
4.4 If your Complaint relates to a specific employee or subcontractor, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. We respectfully ask that you do not contact the employee or subcontractor in question directly concerning the Complaint while we are working to resolve it.
4.5 If we require any further information or evidence from you, we will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
4.6 We aim to resolve Complaints within two weeks, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
4.7 At the conclusion of the complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final, subject to your right to seek External Resolution of your Complaint.
4.8 As we are regulated by FENSA you, as our customer, have the right to seek External Resolution of your Complaint from that organisation if you are not satisfied with the outcome.
4.9 If you are not satisfied with the resolution of your Complaint you may seek External Resolution of your Complaint from www.fensa.org.uk Please get in touch directly with FENSA Your FENSA certificate number or the full name and address of the property, including postcode, the company details of your FENSA Approved Installer and a brief outline of your complaint.
This will be submitted to a member of the FENSA team who will be in touch within 5 working days of receipt.
5. Confidentiality and Data Protection
5.1 All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees and subcontractors who need to know in order to handle your Complaint.
5.2 We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting Dominic Barker.
5.3 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003).
6. Questions and Further Information
If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact Dominic Barker at dominic@northsouthwindows.co.uk
7. Policy Responsibility and Review
7.1 Overall responsibility for this Complaints Policy and the implementation thereof lies with Dominic Barker, Partner at North South Windows.
7.2 This Complaints Policy is regularly reviewed and updated as required.
7.3 This Complaints Policy was adopted on 1st May 2022
7.4 This Complaints Policy will be reviewed on 1st May 2023