Complaints Policy
Our commitment is to provide a world class service to all our customers; however, we also understand that even with the best intentions things don’t always go to plan and this may on the rare occasion leave our customers not entirely satisfied.
The purpose of this complaints policy is to identify how we will manage and respond to any complaints received.
Also to confirm our commitment to our customers and show how we will provide the best possible service even when dealing with any complaint.
Our aim, when made aware of any complaint, will always be to respond in a professional and courteous manner, ensuring that all complaints are handled objectively and without undue delay.
Complaints can on occasions be rectified immediately by discussion, agreement and arrangement over the phone or with a site visit made with your surveyor within a day or two. They may require a secondary visit with our installation team and we will endeavor to arrange this as soon as is possible.
Customers who wish to make a formal complaint can do so by letter or email.
When we receive a formal complaint we will firstly respond with confirmation of receipt of your complaint (by email) and depending on the detail also advise when we will follow up next with the customer. It will always be our intention to keep our customers updated and informed regularly and when to expect our next communication.
We will then collate all and any information required to rectify the complaint as soon as possible.
After the initial information has been collected, the relevant Manager will investigate the complaint.
All complaints will be investigated competently, diligently and impartially so we can be sure that we are able to treat our customers fairly.
Once the complaint has been fully investigated the relevant Manager will communicate with the client by phone to outline, agree and authorise any appropriate action to rectify the complaint and put those steps in writing to the customer if necessary or when requested.
As a progressive business we will always make the necessary changes to improve our services where we feel a learning opportunity has been presented to us from any complaint.
If you have any complaint, we want to know as soon as possible to help us put things right promptly. Just contact our Customer Service Team with your details and description of your problem. We are here for you, Monday to Friday from 8.00am-5.00pm
Call us on
0345 5480078
Email us at
admin@conservatoryinsulationsolutions.com
Wite to us at
Conservatory Insulation Solutions Ltd. Unit 3, Elgar Business Centre, Hallow, Worcestershire, WR2 6NJ