Terms & Conditions
We are committed to providing a high – quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
1. COMPLAINTS PROCEDURE
1.1 The initial complaint must be made by the customer in writing. We require a reasonable period to resolve a complaint, an initial response will be provided within 5 days. We will then investigate your complaint. Within 15 days we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter.
1.2 If you are not satisfied with our response and the complaint cannot be resolved we will then contact the Licensing Board's Customer Liaison Officer for assistance
1.3 A Conciliation Request Form will be issued to the customer for completion. This will allow the Customer Liaison Officer, who will deal with the complaint, to consider the issues in detail. We will be sent a summary of the complaint or a copy of the form and should respond to the complaints within 10 days.
1.4 The Customer Liaison Officer will thereafter mediate between the parties to resolve the dispute.
1.5 If mediation fails to resolve the matter the complaint would then be referred to the Licensing Scheme's Complaints Panel who would have the authority to either: - uphold the complaint and issue guidance on resolution - reject the complaint - appoint a Technical Inspector to carry out an inspection of the work and report back to the Panel who would then uphold or reject the complaint.
1.6 Once the Complaints Panel had made their decision both parties would be advised. Under the terms of the Scheme, we are required to abide by the Complaints Panel decision.
2. REFUNDS PROCEDURE
2.1 Due to providing the service prior to taking payments we do not offer any refunds.