Complaints Policy
The business always endeavours to provide the best service. However, on rare occasions there
may be times where a customer may not be completely satisfied. To ensure the business can
put things right for you, as soon as possible after the completion of the works, please inspect
the work to ensure everything has been carried out based on the contract terms and to the high
standards the business aims to achieve. Please contact the business straight away with any
concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure On receipt of your complaint the business aims to respond
within 5 days. The business will arrange a convenient date to come and view and/or remedy the
situation within 28 days. In the unlikely event the business is unable to resolve your complaint
having exhausted the business complaints procedure, it may be necessary to use another
complaint service. Where the business cannot resolve the complaint to your satisfaction and/or
agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has
been reached, you can then escalate your complaint.

The business has access to multiple Alternative Dispute Resolution (ADR) services for our
domestic installation, service, repair and maintenance contracts as part of the Which? Trusted
Traders Endorsement and also Independent Network. If you choose to you can refer your
complaint, for VEKA products please contact Independent Network on 01282 473170 or raise a
concern to Independent Network on their website inveka.co.uk, for all other complaints relating
to non-VEKA products please contact Which? Trusted Traders on 029 2267 0040 who can
explain if you are eligible to use their Alternative Dispute Resolution.