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Your Feedback Matters – View Our Complaints Procedure
We always endeavour to provide the best service and products for our clients. However, on rare occasions, we recognise that there may be times where our customers may not be entirely satisfied.
On completion of the installation, our lead fitter will invite you to inspect the work to ensure everything has been carried out to our usual high standards. If you are unavailable, please perform your inspection as soon as possible after the completion of the works.
To ensure we can put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
If there are any queries with the job while the installation team are on site, please address them with the team, who will be able to sort out most issues, or refer them to the manager if needed.
Making a complaint during the installation or after:
In the unlikely event that you have cause to a complaint, please see our complaint procedure below:
Please telephone the relevant branch and ask to speak with the relevant person for that branch –
Hereford – Daisy Woodman
Joinery – Jack Evans
Kingsbridge – Samantha Crockford
Malvern - Mike Keay
Shrewsbury – Ross Wylie
If you are having issues during products being fitted, we will look to resolve them while our team is on site. If it is after products have been fitted our team will look to book one of our Service Engineers or Fitting Teams to come back out to resolve the issue. We aim to do this within 7 days however this may not be possible and you will be offered the earliest available appointment.
Should you still have an unresolved issue after speaking to our branch team -
Should you be unhappy with the resolution offered at this stage you can write to the Directors by emailing [email protected] or you can send a letter by post to The Old Brickyard, Pontrilas, Herefordshire HR2 0DJ. Your complaint will be acknowledged and responded to as soon as possible.
If you are still dissatisfied having followed all the stages of our internal complaints procedure, you may apply to the Competent Person Scheme below with who we are a member. They will carry out an independent investigation of your complaint. Please write to the following address or use the telephone, fax or email details below;
Competent Person Scheme Details:
Fensa Ltd
40 Rushworth Street
London
SE1 0RB
020 7645 3700
WHAT OUR CUSTOMERS SAY
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