Table of Contents
1. Contact
Croston Conservatories Ltd.
T/A Croston Home Improvements
2 Bengal Street
Chorley
PR7 1SA
Phone: 01772 435 353
Email: tracey@crostonhi.co.uk
2. Definitions
In this complaints policy, “we”, “us” and “our” refer to Croston Conservatories Ltd. (Company Registration Number 12075722), trading as Croston Home Improvements.
The complaint policy is documented in our Terms and Conditions, Section 14, which is extracted below.
“14. Complaint Handling Procedure
14.1 The Company will deal with customer complaints, disputes, differences & questions which may at time-to-time arise in respect of the Works. These must be submitted in writing to the Company’s Managing Director within 28 days of the matter being apparent.
14.2 In the event of any complaint, disputes or differences arising during the contract or after completion of the contract, the Customer will not be entitled to withhold payment of the contract price subject to an amount representing the reasonable cost of the work required to rectify any allegedly defective Works which are the subject of the dispute.”
3. Making A Complaint
We strive to provide a first-class service to all our customers. However, there may be occasions when you are not completely satisfied with the service or products you have received.
If you have any queries, suggestions or complaints, we encourage you to raise them as soon as possible so we can put matters right.
You may initially raise your complaint informally with a member of staff, who will aim to resolve the issue promptly or direct you to the appropriate person.
4. How And Where To Complain
If you are not satisfied with any aspect of our service or products, you can contact us using the following methods:
In writing:
Address your letter to:
Tracey Stewart
Croston Home Improvements
2 Bengal Street
Chorley
Lancashire
PR7 1SA
By phone:
Call us on 01772 435 353 during office hours and ask for the Customer Services Department.
By email:
5. What To Expect
We aim to resolve complaints as quickly and efficiently as possible.
- We will acknowledge receipt of your complaint within 10 working days.
- We aim to provide a full response within 21 working days of receiving your complaint.
- If we are unable to respond fully within this timeframe, we will keep you informed of the progress of our investigation.
If you require an update, please contact us and ask to speak to the person handling your complaint.
If you feel that our response does not fully address your concerns, please let us know so we can review the matter further.
6. If We Cannot Reach Agreement
Our aim is to resolve all complaints quickly and fairly. However, if you remain dissatisfied after completing our internal complaints procedure, or if eight weeks have passed since your complaint was raised, you may refer your complaint to an independent Alternative Dispute Resolution (ADR) provider.
As a member of a Competent Person Scheme, you may refer your complaint to:
FENSA Ltd
40 Rushworth Street
London
SE1 0RB
Phone: 020 7645 3700
FENSA will carry out an independent investigation of your complaint as part of an Alternative Dispute Resolution process. This service is provided at no cost to the customer.
7. Financial Services Complaints Only
If your complaint relates to finance and you are not satisfied after receiving our final decision letter, or if eight weeks have passed, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
Please note: Only complaints relating to the sale of financial services should be referred to FOS.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567 (free for most people ringing from a fixed line)
or 0300 123 9123 (cheaper for mobile users)
or +44 20 7964 0500 (if calling from abroad)
Email:
complaint.info@financial-ombudsman.org.uk
Further information is available at: www.financial-ombudsman.org.uk