Complaints Policy

Northern Roofline Deckline Ltd , Unit C Avondale Way, Wakefield WF2 7QU
01924366031
www.northernroofline.co.uk
Complaints Policy and Procedure Our aim:
Northern Roofline Deckline Limited is committed to providing a quality
service for its customers and partners working in an open and accountable
way that builds the trust and respect of all our stakeholders. One of the
ways in which we can continue to improve our service is by listening and
responding to the views of our customers and partners, and in particular by
responding positively to complaints, and do our best to respond as quickly
as possible and put matters right if we can. At Northern Roofline Deckline
Ltd we recognise that a customer will be expressing their dissatisfaction and
we define this in this way:
Complaint – This is where the customer is dissatisfied with the way in which
their product was sold or described to them. Claim – This is dissatisfaction
with the product or fitting of that product.
Therefore we aim to ensure that:
♣ Making a complaint or claim is as easy as possible;
♣ We treat a complaint or claim as a clear expression of dissatisfaction with
our service which calls for an immediate response;
♣ We deal with it promptly, politely and, when appropriate, confidentially;
♣ We respond in the right way - for example, with an explanation, or an
apology where we have got things wrong, or information on any action taken
etc.;
♣ We learn from complaints and claims, use them to improve our service,
and review annually our complaints policy and procedures. We recognise
that many concerns will be raised informally, and dealt with quickly. Our
aims are to:
♣ Resolve informal concerns quickly;
♣ Keep matters low-key;
♣ Enable mediation between the complainant and the individual to whom
the complaint or claim has been referred. An informal approach is
appropriate when it can be achieved. But if concerns cannot be satisfactorily
resolved informally, then the formal complaints procedure should be
followed. Northern Roofline Deckline Ltd Limited defines a complaint or
claim as 'any expression of dissatisfaction (with Northern Roofline Deckline
Ltd, with a member of staff, or with a business partner) that relates to
Northern Roofline Deckline Ltd and that requires a formal response'. The
formal complaints procedure is intended to ensure that all complaints and
claims are handled fairly, consistently and wherever possible resolved to the
complainant's satisfaction. Northern Roofline Deckline Ltd , Unit C Avondale
Way, Wakefield WF2 7QU
♣ Acknowledge the formal complaint in writing;
♣ Respond within a stated period of time;
♣ Deal reasonably and sensitively with the complaint;
♣ Take action where appropriate. A complainant's responsibility is to:
♣ Bring their complaint, in writing, to Northern Roofline Deckline Ltd
attention normally within 8 weeks of the issue arising;
♣ Raise concerns promptly and directly with a member of staff in Northern
Roofline Deckline Ltd
♣ Explain the problem as clearly and as fully as possible, including any
action taken to date;
♣ Allow Northern Roofline Deckline Ltd a reasonable time to deal with the
matter;
♣ Recognise that some circumstances may be beyond Northern Roofline
Deckline Ltd control. Responsibility for Action: All Staff of Northern Roofline
Deckline Confidentiality: Except in exceptional circumstances, every attempt
will be made to ensure that both the complainant and Northern Roofline
Deckline Ltd maintain confidentiality. However the circumstances giving rise
to the complaint may be such that it may not be possible to maintain
confidentiality (with each complaint judged on its own merit). Should this be
the case, the situation will be explained to the complainant. Monitoring and
Reporting: Northern Roofline Deckline Ltd Limited will produce annually an
anonymized report of complaints made and their resolution. Northern
Roofline Deckline Ltd Limited
Formal Complaints Procedure Stage 1 In the first instance, if you are unable
to resolve the issue informally, you should write or email to the member of
staff who dealt with you, or their manager, so that he or she has a chance to
put things right. If your complaint concerns a member of Northern Roofline
Deckline Ltd
staff, you should write formally to the individual concerned. In your letter
you should set out the details of your complaint, the consequences for you
as a result, and the remedy you are seeking. You can expect your complaint
to be acknowledged within 5 working days of receipt. You should get a
response and an explanation within 28 working days. You can contact us
to complain by calling 01926 512512 or email [email protected]
or in writing to: Northern Roofline Deckline Ltd , Unit C Avondale Way,
Wakefield WF2 7QU
Final Stage Financial Ombudsman Service The Financial Ombudsman
Service provides a free, independent service for clients to solve disputes with
not for profit debt advice providers. The Financial Ombudsman Service will
only step in once the bureau has had the opportunity to investigate matters,
so please contact the bureau first. If your complaint is about debt advice or
if you were seeking advice about your credit record and you are not satisfied
with the bureau’s final response or if eight weeks have passed since you first
let the bureau know about your concerns, you can ask the Financial
Ombudsman to review your complaint. Contact the Financial Ombudsman
Service By post: Financial Ombudsman Service Exchange Tower London
E14 9SR By phone: 0800 0 234 567 – free for people phoning from a ‘fixed’
line (e.g. a landline at home) 0300 123 9 123 – free for mobile phone users
who pay a monthly charge for calls to numbers start- ing 01 and 02. By
email: [email protected] Website: www.financial-
ombudsman.org.uk