COMPLAINTS CONTACT DETAILS

 

Name: Stephen Guy Allcock

Telephone: 01785 246516

E-mail:  guy.allcock@staffordupvcwindows.co.uk

Web: https://www.staffordupvcwindows.co.uk/

 

POLICY STATEMENT

At Stafford uPVC Windows Limited we believe that if a customer wishes to file a complaint or express dissatisfaction, it should be easy for them to do so.

A timely and sensitive solution is important in recovering a customer’s confidence in our services and can prevent further escalation.

The purpose of this policy is to ensure that complaints are dealt with effectively and that all points made are taken seriously.  We expect all staff to be to fair and efficient complaint handling.

OUR PRINCIPLES

Stafford uPVC Windows Limited will ensure that our customers have a right to:

  • Be treated fairly
  • Be kept informed about what is happening with their complaint whilst being advised of the service standards they should expect
  • Have a set timescale for acknowledging and responding to a complaint
  • Know they have a right of appeal.

Our policy will:

  • Be easily accessible and widely promoted to all our customers or their representatives
  • Be easy to understand
  • Set out how to complain and how a complaint should be handled.

 

WHAT IS A COMPLAINT?

A complaint is an expression of dissatisfaction about our products, services, staff, actions, or lack of actions taken regarding installation, facilities, advertising and marketing information or anybody acting on our behalf.

An informal complaint means a complaint that has been received by us, by phone, email, postal mail or in person, which has not been submitted on our complaint form.

A ‘Formal Complaint’ is a complaint that we have not been able to resolve through the informal process laid out within this policy and therefore the complainant has chosen to formalise the complaint by completing our complaint form, or by writing to us.

COMPLAINT MANAGEMENT SYSTEM

All complaints will be recorded on the client file within our CRM database (AdminBase).

We will confirm the complaint details to the customer in writing (this maybe email or letter depending on the customer’s choice) within 3 working days of receipt.

We will continue to keep the customer informed on the progress of the complaint weekly, in writing, in their preferred method of contact i.e., email or post.

If the complaint involves a third party; such as a manufacturing fault, we will work with the manufacture to resolve the issue.

Verbal Complaints

Stafford uPVC Windows Limited staff who receive a verbal complaint should try to resolve this immediately if possible.

Where a complaint is made over the phone we should gather as much information as possible and then passed through to the correct department (installations, accounts, sales etc.) The customers contract should be updated with this information as soon as the complaint is received.

Samantha Giblin – Administration Manager and should be aware of any and all issues that are reported to Stafford uPVC Windows.

Written Complaints

When a complaint is received in writing, it must be forwarded to the named complaints contact, Samantha Giblin – Administration Manager, who must enter the details into the complaints log and then send a acknowledge receipt within three working days.

If necessary, further clarification should be obtained from the complainant.  If the complaint is not made by our customer, but is made on their behalf, the customers consent, preferably in writing, must be obtained in advance.

After receiving the complaint, a copy of the complaint’s procedure must be given to the customer.  We may have to arrange a visit to the customer’s home.  This must be arranged within 14-days and confirmed in writing.

On receipt of the complaint Stafford uPVC Windows Limited will launch an investigation and within 28-days should be in a position to provide a written explanation to the complainant, either in writing or arranging a meeting to visit the individuals concerned.  On occasions where this timeframe is not possible will write to the customer and explain that we are still investigating, why there is a delay and propose a date that we hope to provide them with an explanation.

COMPLAINTS REPORTING

Stafford uPVC Windows Limited understand as an authorised and regulated firm of the Financial Conduct Authority (FCA) we will have to report to the FCA annually. We will need to report on all complaints received in relation to credit related regulated activities.

All customer complaints are recorded on our complaints log, including how the customer paid for the goods.  We can then easily recognise those customers who must be provided with information about the FCA and FOS.

DATA PROTECTION

To process a complaint, Stafford uPVC Windows Limited will hold personal data about the complainant. This includes data the complainant provides us and information that other people provide, about the complaint, in response to our enquiries.  Stafford uPVC Windows Limited will hold this data securely and only use it to help process the complaint.

The identity of the person making the complaint will only be made known to those who need to consider the complaint and will not be revealed to any other person or be made public by us. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applies, or allegations are made which involve the conduct of any third parties, for example delivery of the goods from a manufacturer. Under the Freedom of Information Act 2000, customers have a right to obtain a copy of their personal data. However, there are exceptions to this right. We normally destroy our complaint files six years after the complaint has been closed. We will maintain records for finance customers for a maximum of ten years.

OUR PROCEDURE

Any complaint verbal or written, including electronically, will be referred to the complaints manager, Samantha Giblin – Administration Manager at the earliest opportunity (max within 24 hours) or to the next senior member of the team if Samantha Giblin – Administration Manager is unavailable.

We will also:

  • Record details on the customer’s file
  • Record details on the complaints management system
  • We will not delay the complaint by asking for it in writing to us about your complaint
  • We will acknowledge the complaint in writing within three days, detailing our understanding of the complaint, our suggestion solution, and timeframes. Depending on the complaint this could take up to 28 days or longer
  • We will make contact to seek clarification on any points where necessary
  • Disclose to the customer any third parties that may be involved in resolving the complaint
  • Fully investigate the complaint
  • Keep the customer informed of our progress
  • Keep the customer informed on time frames
  • Discuss with you our findings and proposed response
  • Provide clear deadlines to respond
  • Provide the customer with a final response.

 

The customer will receive contact from us advising on progress if we cannot respond immediately. We will let the customer have our final response as soon as possible and not later than eight weeks.

Customers may express dissatisfaction to us about our products, services, staff, or advertising. We will need to establish if the complaint relates to the information given, the firm or the service and installation. If unclear, this must not delay investigation, and we will proceed with our own investigation. Rob will review this matter and continue to investigate and provide a written explanation and any supporting information. This may include photos, checklists, or remedial satisfaction notes.

INVESTIGATION

Samantha Giblin – Administration Manager, will establish the nature and scope of the complaint having due regards to the FCA direction:

  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress
  • If a third party is involved, such as a manufacture we will liaise with them directly. Our customer is always seen as our customer.  If we have to share any data with the manufacture i.e., the customer’s name and address in order to contact a site visit, we will obtain authorisation from the customer beforehand
  • We may take up to 8-weeks to provide a response but will provide weekly updates, so the customer is aware we are working to resolve the complaint.

We will:

  • Document and report the complaint
  • Determine if we need to attend the customers property where the goods have been installed
  • Arrange an appointment to survey the property
  • Interview staff/installers
  • Gather evidence including photographs
  • Involve third parties if required such as product manufacturers (informing the customer)
  • Review and evaluate the information collated
  • Take any necessary action
  • Document your conclusions
  • Follow-up.

 

ELIGIBLE COMPLAINANTS

Stafford uPVC Windows Limited will treat all complainants the same, however, eligible complainants, customers that have purchased goods and services using a lenders finance, are legally defined and have additional rights in law that we must acknowledge and adhere to.

THE FCA RULES APPLY TO COMPLAINTS:

  • Made by, or on behalf of an eligible complainant
  • Relating to regulated activity
  • Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience.

COMPLAINTS SETTLED WITHIN 3 BUSINESS DAYS

Complaints that can be settled to the customer’s satisfaction within three business days can be recorded and communicated differently.

Where we consider a complaint to be resolved to the customer’s satisfaction under this section, the firm will promptly send a ‘Summary Resolution Communication’, being a written communication which:

  • Refers to the fact that the customer has made a complaint and informs them that they now consider the complaint to have been resolved to the customers satisfaction
  • The firm will tell the customer that if they subsequently decide that they are dissatisfied with the resolution of the complaint they may be able to refer the complaint back to the firm for further consideration or alternatively refer the complaint to the FOS
  • Provide the website address of the FOS
  • Refer to the availability of further information on the website of FOS.

In addition to sending a Summary Resolution Communication, the firm may also use other methods to communicate the information where:

  • We consider that doing so may better meet the customer’s needs; or
  • They have already been using another method to communicate about the complaint. This may include recorded calls, emails, or text messages
  • All communication will be recorded on to the customer’s file.

CLOSING A COMPLAINTS

We will consider a complaint closed when we have made our final response to the customer.

This does not prevent a customer from exercising any rights they may have to refer the matter to FOS.

Our final response must include:

  • If we accept the complaint and, where appropriate, offers redress or remedial action
  • Offers redress or remedial action without accepting the complaint
  • Reject the complaint and we will give our reasons for doing so
  • Provide our customers with a copy of FOS standard explanatory leaflet and the contact details including full postal address, phone number, email, and a link to their online complaint form.

If the customer remains dissatisfied, they will be informed that they may refer their complaint to FOS.

FINAL RESPONSE

This will be a written response and will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown. We must do this within 8-weeks of receipt of your complaint.

If in the event of not concluding your complaint we will explain why if we are not in a position to make a final response and indicate when we expect to be able to provide one to you and include the following:

We will let you know if we:

  1. accept the complaint and, where appropriate, offers redress or remedial action; or
  2. offer redress or remedial action without accepting the complaint; or
  3. reject the complaint and gives reasons for doing so;

Explain that you must refer the matter to the ombudsman within six months of the date of the final response letter or the right to use this service is lost

We will Indicate to you whether we consent to waive the relevant time limits.

COMPLAINTS FORWARDING

The FCA has specific rules about informing our customers if we believe that their complaint may be solely or jointly the responsibility of another firm, person, a body or regulator.  As a business we must ensure we document this on your customer file and provide you with written communication of this.  This may be done via post, or email.  There may be some circumstances, where a customer has communicated their preferred method of communication, that we communicate in the customers preferred method.

We will communicate this as soon as possible and explain the reasons for our decision in a clear and concise way in in a way that the customer can best understand the reason for forwarding on their complaint.

A respondent (the firm) that has reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in a complaint may forward the complaint, or the relevant part of it, in writing to that other respondent, provided it: (1) does so promptly; (2)

  1. does so promptly;
  2. informs the complainant (customer) promptly in a final response of why the complainthas been forwarded by it to the other respondent, and of the other respondent’s contact details; and
  3. where jointly responsible for the fault alleged in the complaint, it complies with its own obligations under this chapter in respect of that part of the complaint  has not forwarded

As a firm we may receive a Complaint via Complaint forwarding. On receiving a forwarded complaint, the standard time limits will apply from the date on which the respondent receives the forwarded complaint.

FINANCIAL OMBUDSMAN SERVICES (FOS)

We will co-operate fully with FOS in resolving any complaints made against us and agree to be bound by any awards made. The firm undertakes to pay promptly any fees levied by FOS.

The customer will be informed that they have the right to refer their complaint to FOS, free of charge but you must do so within six months of the date of our final response letter.

If they do not refer their complaint in time, FOS will not have our permission to consider the complaint and so will only be able to do so in very limited circumstances. For example, if FOS believes that the delay was as a result of exceptional circumstances.

FOS might not be able to consider your complaint if:

  • Outside the allocated time frame of more than six years ago, and
  • The complaint was more than three years after they realised (or should have realised) that there was a problem
  • If we think that the complaint was made outside of these time limits, but this is a matter for FOS to decide.
  • If FOS agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

CONTACT DETAILS FOR THE FINANCIAL OMBUSDMAN SERVICE

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel:  0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad). Email:  complaint.info@financial-ombudsman.org.uk Website:  www.financial-ombudsman.org.uk

You can make a complaint through one of the Financial Ombudsman Services online forms, and find out more about the information you’ll need to have to hand before you start filling the form in. Make a complaint online (financial-ombudsman.org.uk)

  

RESPONSIBILITY FOR THE POLICY

The director and owner of the business as responsible for monitoring the policy on an annual basis.

Stephen Guy Allcock is responsible for the overall policy and its reviews.

To be signed by all members of staff to confirm their understanding of this policy and have completed Complaints Policy.

A signed copy to be kept on your personnel file, and to include annual training as a minimum.  This policy will be reviewed and updated annually by the directors of the business.