Complaints Policy for SkyBlue Window Company

Introduction

At SkyBlue Window Company we are committed to providing high-quality products and excellent customer service. However, we understand that sometimes things may not go as planned. This Complaints Policy outlines our procedures for handling any concerns or complaints you may have regarding our products or services. Our aim is to resolve complaints quickly, fairly, and efficiently.

Scope :

This policy applies to all customers of [Company Name], including individuals, businesses, and organizations who have purchased our window products or services.

How to Make a Complaint :

If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns. Complaints can be made in the following ways:

By Phone: Call our customer service team at [Phone Number]. Our team is available from [Operating Hours].

By Email: Send an email to [Customer Service Email Address]. Please include your name, contact information, order details, and a description of your complaint.

By Post: Write to us at [Company Address]. Please provide as much detail as possible about your complaint.

In Person: Visit us at our office during operating hours to speak directly with a member of our team.

What to Include in Your Complaint :

To help us address your complaint effectively, please provide the following information:

Your full name and contact details (phone number, email address, postal address)

Details of the product or service you purchased (e.g., order number, date of purchase)

A clear description of your complaint, including any relevant details (e.g., dates, times, names of any staff involved)

Any supporting documents or photos that may help us understand the issue

Acknowledgement of Complaints

Upon receiving your complaint, we will:

Acknowledge receipt of your complaint within 3 business days.

Provide you with a reference number and the name of the person handling your complaint.

Aim to resolve the issue within 10 business days of receiving your complaint. If more time is needed, we will keep you informed of the progress and provide an estimated resolution date.

Our Complaint Handling Procedure

Initial Assessment: We will assess your complaint to understand the issue and identify any immediate actions required.

Investigation: We will conduct a thorough investigation, which may involve speaking with relevant staff members, reviewing records, or inspecting products.

Resolution: Once the investigation is complete, we will contact you to discuss the findings and offer a resolution. This may include an apology, a repair, a replacement, a refund, or another appropriate solution.

Follow-up: We will follow up with you to ensure that you are satisfied with the resolution and to gather any feedback on our complaint-handling process.

Escalation of Complaints:

If you are not satisfied with our proposed resolution, you can request for your complaint to be escalated to a senior manager. The senior manager will review your complaint, the investigation, and the proposed resolution, and will aim to provide a final response within 5 business days.

External Resolution :

If, after following our complaints procedure, you are still not satisfied with the outcome, you have the right to contact an external dispute resolution body, such as:

The Consumer Ombudsman: You can contact the Consumer Ombudsman for independent advice and assistance. Visit their website at [Consumer Ombudsman Website] or call them at [Phone Number].

Trading Standards: Your local Trading Standards office can provide advice on your consumer rights. Visit [Trading Standards Website] for more information.

Confidentiality :

All complaints will be handled in strict confidence and in accordance with our Privacy Policy. Your personal information will only be shared with relevant staff members and external bodies as required for the investigation and resolution of your complaint.

Continuous Improvement:

We take all complaints seriously and use them as an opportunity to improve our products and services. We regularly review our complaints policy and procedures to ensure they remain effective and in line with best practices.

Contact Us :

If you have any questions about this Complaints Policy or need further assistance, please contact us at:

Phone: 0800 669 6971

Email: skybluewindowcompany@gmail.com

Address :   12 Cathedral Road

                   Cardiff

                   CF11 9LJ