Complaints Policy

In the event of any complaint about our service, we ask our customers to first make contact via email stating their order reference and the nature of their complaint.

We will respond to complaints within 24 hours. All phone calls will not be actioned until a written complaint is sent. This is to ensure a very high service and for a complete record to be kept of the exact nature of complaint and the subsequent steps to resolve it.

All communication once deemed a ‘complaint’ by either the customer or company is via email only and substantiated with as much pictures as appropriate to illustrate the problem. We ask that any request for pictures is honoured and sent as asked in a large format detailing the fault.

We can only accept complaints regarding the service we provide. We do not cover any manufacturer’s faults, damages during transport or ill use.

Should action be required to redeem a matter this shall be undertaken with speed as the essence. It is our intention to resolve any dispute amicably and to the satisfaction of our clients at the earliest opportunity.

If it is not possible to resolve via email, co-operation and following our advice we will attend site to inspect the issues. Please note though if the problem lies with incorrect installation there is a £50 charge for the visit.

The Retail Ombudsman – Complaint Resolution

If we are unable to resolve a complaint that you make within eight weeks you can take your complaint to The Retail Ombudsman. This is an independent organisation specialising in providing an alternative dispute resolution service for consumers and retailers. The organisation can be contacted via:

Website: https://www.cdrl.org.uk/
Email: enquiries@cdrl.org.uk
Tel: 0203 540 8063
ODR (online dispute resolution) Platform:
https://www.cdrl.org.uk/retail-adr/