Surrey Blinds Limited aims to give excellent service to all its customers and to put things right for the customer if a problem arise. This Policy document is intended to ensure that the complaints procedure is effectively implemented and that customers feel confident that their complaints and concerns are listened to and acted upon promptly and fairly. And, that the company learns from past events to help improve services for the future.
What is a complaint?
A complaint is an expression of dissatisfaction by a customer about a service provided that requires a response. This could be about:
- A failure in delivering a service
- Providing a poor quality service
- Concern about the attitude or behaviour of a member of staff
- Improved customer service – at least with the process if not the outcome.
To be achieved by:
- Putting things right for the customer promptly, and if possible putting them back to the position where they were before the problem arose.
- Acknowledging fault where appropriate.
- Dealing with customers’ complaints with as little delay as possible.
- Demonstrating listening and empathy for the customer’s situation.
- Continuous improvement in services
To be achieved by:
- Learning from past events including mistakes, taking prompt action to put
- Where appropriate, revising administrative processes so that services are
provided more efficiently.
- Appoint a member(s) of staff, within the company to act as a point of contact and to whom complaints should be sent,
- Provide a dedicated member of staff who has the authority to resolve a complaint,
- Acknowledge all written complaints within 3 working days of receipt of the complaint,
- Respond appropriately with our proposal to resolve the complaint within 10 working days,
- Maintain accurate records of complaints; and
- Keep the customer informed of progress.
The Customer making the complaint should:
- Register the complaint, preferably in writing or email, as soon as possible,
- Explain the problem as clearly and fully as possible; and
- Allow the company reasonable time to investigate the matter.
If We Cannot Reach an agreement?
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.
- Issue our final decision letter which will explain our final position.
Complaints should be addressed to the Customer Service Manager by letter or email as follows:
Surrey Blinds Limited, Unit 3, Farnham Business Park, Farnham, GU9 7UP
Surrey Blinds Ltd will endeavour to resolve all complaints within a timely, open and honest manner. If either party wishes to take the complaint further then they can refer to the British Blind and Shutter Association’s (BBSA) Mediation Service.
Alternatively, the customer is at liberty to use another mediation or alternative Dispute Resolution (ADR) provider.
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
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)
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk