Complaints Handling Procedure

All issues, concerns and queries raised by a customer are, where possible dealt with by the relevant, qualified person on site at that time. This may be the salesman, Surveyor, Groundsman or Installer, all of whom are qualified in their respective fields and capable of offering advice and guidance. If however, this employee is unable to answer the question it may require escalation, in which case the query will be referred to the appropriate staff member overseeing the contract at that time. That person may seek advice or guidance from the relevant person who specialises in the appropriate area where the issue, concern or query lies. It is this person who should look to resolve the query and liaise with the customer unless the customer specifically asks for another member of staff to deal with the query. Where appropriate and if  requested, a Non Conformance or a Variation to Contract will be raised, or a letter written which will confirm all the points of the discussion, this will be forwarded to the customer.

See below chart for query resolution flow.

Query

Initially

Secondly

Finally

Sales

Salesman

Ops Manager

Director

Survey

Surveyor

Ops Manager

Director

Installation

Surveyor

Ops Manager

Director

Any matter that cannot be resolved with a simple conversation by one of the above members of staff will, where appropriate result in an onsite meeting at a convenient time with the customer and any relevant Warmerhome employees. An amicable solution, acceptable to all parties is always sought and a culture of frank and open discussions are actively encouraged. Again, where appropriate and if requested, a Non Conformance or a Variation to Contract will be raised, or a letter written which will confirm all the points of the discussion, this will be forwarded to the customer. 

All staff at all levels are made aware of the companies philosophy to ‘Treat Customers Fairly’.

If however we are unable to reach a compromise with a customer on any issue then either dialogue or final written correspondence will be taken suggesting a resolution through a 3rd party arbitration service, ie CERTASS where applicable. 

Timescales:

Any complaint raised via telephone, letter, email or other medium to our office will result in a written response within 5 working days or a home visitation within 10 working days (subject to customers availability), whichever is deemed appropriate.

If any remedial work is required at the property this will be undertaken within 14 days if no goods are required to be ordered. Where parts are required to be ordered no longer than 28 days.

Customers will be kept informed of any changes, developments or delays at pertinent times as appropriate, by telephone, email, letter or personal visitation.

If you remain dissatisfied with our response, you are entitled to refer this complaint to the Financial Ombudsman Service. The details of which can be found at www.financial-ombusman.org.uk