Complaints Handling Procedure IF YOU NEED TO MAKE A COMPLAINT
The
principle assigned to deal with complaints is:
David Lynn
Wallingford Glass & Glazing Ltd
Unit 6a, Ayres Yard
Station Road
Wallingford,
Oxon.
OX10 0JZ
Tel No: 01491 825393
Email address: wallingfordglass@hotmail.co.uk
www.wallingfordglass.co.uk
Company
Registration No: 10457740
Step-by-step complaints procedure
If
you’re not completely happy with our service we’d like to hear about it so we
can do something to put it right.
We do
everything we can to make sure our customers get the best products and service
possible. However, sometime we may not get things right the first time.
When
that happens, we want you to tell us what went wrong so we can put matters
right.
We
want to:
-
Make it easy for you to tell us what went wrong;
-
Give your complaint the attention it deserves;
-
Resolve your complaint fairly without delay; and
-
Make sure you are satisfied with how your
complaint was resolved.
How and where to complain
If you
are not satisfied with any aspect of our service or products you can tell us
about your complaint in the following ways:
In person – call into our office at the
address shown. We are open Monday to Friday from 8:00 am – 5.00pm.
In writing – write to us and address
your letter to The Customer Complaint Manager.
By telephone – call us on 01491 825393 during
our office hours and ask for the Customer Services Department.
By email – use the email address shown.
How long will it take?
We
aim to resolve your complaint straightaway but if we can’t, then we will write
to you within three business days to tell you:
-
Why we have not resolved your complaint;
-
Who is dealing with your complaint; and
-
When we will contact you again.
We
will aim to resolve your complaint quickly but it may take longer if it is
complex.
We
will keep you informed on a regular basis but if you need an update please call
us on 01491 825393 and ask to speak to the person handling your complaint.
If we cannot reach agreement with you?
If we
can’t agree a solution with you within eight weeks, we will:
-
Send a letter giving our reasons for the delay
and an indication of when we expect to provide a final decision.
OR
-
Issue our final decision letter which will
explain our final position.
The Financial Ombudsman Service
Our
aim is to resolve all complaints internally. However, if after receiving our
final decision letter, or if eight weeks have passed (this is sometimes
referred to as the “eight-week rule”), you may have the right to refer your
complaint to the Financial Ombudsman Service (FOS). The eight weeks start from
the date a complaint is received anywhere in our business. Their contact
details are shown below.
Please
note: Only complaints relating to the sale of financial services should be
referred to FOS.
Financial
Ombudsman Service can be contacted in writing:
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 44 20 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Further information can be
obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
If you are not satisfied with any aspect of our service or
products relating to your finance agreement, please tell us about your
complaint.
Telephone: 01491 825393
Email: wallingfordglass@hotmail.co.uk
David Lynn – Director