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:

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.
If further information is needed to properly assess your complaint, we will contact you.
We will then investigate your complaint. This will typically be carried out by our Managing Director or another board member if more appropriate.
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.

Financial Ombudsman Service

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. Our firm undertakes to pay promptly any fees levied by the Ombudsman.

How Long You Have to Complain to the Financial Ombudsman Service

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of the final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was a result of exceptional circumstances.

Contact

The 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 020 7964 0500 (if calling from abroad).

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk