Complaints Procedure

SWR BALUSTRADE

Updated July 2021

Complaints Contact Details

Telephone: 01442 210 751
E-mail: aftersales@swr-balustrade.co.uk

Our Procedures

Any complaint verbal or written will be referred to our complaint’s manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also

 Acknowledge the complaint in writing promptly
 Record details on the firm’s system
 Make contact to seek clarification on any points where necessary
 Fully investigate the complaint
 Keep you informed of our progress
 Discuss with you our findings and proposed response
 Ensure that our firm partners have a compliant complaints procedure and are communicating with their customer using this
 Provide clear deadlines to respond

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

SWR BALUSTRADE

Customers may express dissatisfaction to us about our products and services. We will need to establish whether or not 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. The complaints manager will review this matter and take the complaint to the firm for them to investigate and provide a written explanation and any supporting information. This may include photos, checklists or remedial satisfaction notes.

Investigation

The complaints manager will establish the nature and scope of the complaint having due regards to deal with complaints promptly and fairly, give complainants clear replies and, where appropriate, fair redress, we may take up to 8-weeks to provide a response

Final Response

This will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

Closing a complaint

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 further.

Citizens Advice Bureau

If the customer is unhappy with the final response provided by SWR they may week to seek further advise from the citizen advice bureau.

Contact:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Citizens Advice consumer helpline: 0808 223 1133

Relay UK - if you can't hear or speak on the phone, you can type what you want to say: 18001 then 0808 223 1133

You can use Relay UK with an app or a textphone. There’s no extra charge to use it. Find out how to use Relay UK on the Relay UK website.

Website: citizensadvice.org.uk
Online Chat Available: citizensadvice.org.uk/about-us/contact-us