If something about your survey, quote or installation has not gone as it should, we want to hear about it and put it right. This procedure explains how to tell us and what happens next.
1
Telling us
Email info@orchardskylightsmaidstone.co.uk, call 01622 277162 or send a WhatsApp message to 07880 284133. Please give your name, the postcode of the property, a description of the problem and, if you have them, photographs. Tell us what you would like us to do about it. There are no public premises, so please do not post complaints to an address.
2
Acknowledgement
We will acknowledge your complaint in writing and name the person who is dealing with it.
3
Looking into it
We will go back through the quote, the survey notes and the work carried out, and talk to the people who did it. If the problem is with the installation, we may ask to visit and see it for ourselves. We will keep you informed if the review takes longer than expected.
4
Our reply
We will send you a written response that explains what we found and what we propose. That might be putting our work right, a corrected part, a refund of some or all of the cost, or an explanation of why we think the work met the agreed specification. If you disagree, tell us why and we will look again.
5
Guarantee claims
If your complaint is about the quality of workmanship, it may also be a claim under our 10-year guarantee. The guarantee page explains what is covered and how to claim. Using this procedure does not stop you from making a claim.
6
If we cannot agree
If we cannot resolve the matter between us, you can seek independent advice from Citizens Advice, which offers a consumer helpline, and you may be able to use an alternative dispute resolution provider. You also keep your right to take the matter to court. Details of the options are on gov.uk.
7
Records
We keep a record of each complaint and how it was settled so we can learn from it. Personal information in that record is handled as described in our privacy policy.
