Complaints Policy

At Pears Home Improvements Ltd we strive to deliver a first class service to our customers, however there may be an occasion when you are not happy with the service we have provided.

In the unfortunate event that you feel you need to make a complaint, we have implemented the complaints procedure set out below.

We will treat all complaints you may have against Pears Home Improvements Ltd or its staff in the same professional manner and in addition to helping resolve your complaint, this will also give us the opportunity to assess and improve the way in which we conduct our business.

You can complain in person, by telephone by phoning the office and arranging a meeting at a convenient time or by sending an email or letter.

Once you have contacted us advising us of your complaint:

  1.  Within three working days of receiving your complaint, we will send you a letter acknowledging its receipt and advising who will be dealing with your complaint.
  2.  If further information is needed to properly assess your complaint, we will contact you.
  3. We will then investigate your complaint. This will typically be carried out by our Managing Director or another board member if more appropriate.
  4. Following consideration of your complaint, we will either write to confirm how it has been dealt with or invite you to a meeting to discuss and hopefully resolve the matter. We will do this within ten working days of sending you the initial acknowledgement letter.

If we are unable to adhere to the timescales indicated above, we will contact you to let you know why and provide you with an alternative timeframe.

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