Mike Martin Window Systems Ltd Policy and Procedure

Mike Martin Window Systems is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and by responding positively to complaints, and by putting mistakes right.
If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.
We want to:
– Make it easy for you to tell us what went wrong
– Give your complaint the attention it deserves
– Resolve your complaint fairly and without delay
– Make sure you are satisfied with how your complaint was handled
How and where to complain
We have a 2-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.
As soon as possible, or within 7 days after the completion of works, please carry out a full inspection of the work to ensure everything has been carried out to our usual high standards.

The stages of the complaint’s procedure
Stage 1
This is the first opportunity for the department to resolve a complainant’s dissatisfaction, and most complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by either our Service Team of the area or the team against whom the complaint has been made.
Stage 1 contact:
By Telephone: 01726 861737
By email: info@mikemartinwindows.co.uk
Stage 2
If you are dissatisfied with this response, you may request a review by a senior manager.
Stage 2 contact:
– By email: nick@mikemartinwindows.co.uk
– In writing: write to us at the address below. A sample complaints form can be found at the bottom of this policy.
Unit 2
Newquay Road Business Park
Newquay Road
St. Columb Road

How long will it take?
We will aim to resolve your complaint straight away but if we can’t, we will write to you within 14 days to tell you:
– Why we have not resolved your complaint
– Who is dealing with your complaint
– When we will contact you again
We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis.

If we cannot reach agreement with you
If we can’t agree a solution within 8 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
Mike Martin Windows are a member of Inveka, customers are entitled to follow the Inveka customer concerns policy if an internal resolution cannot be found. https://members.inveka.co.uk/in/concerns.nsf/concern.xsp
Our aim is to resolve all complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service
If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.
Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk

Complaints / Suggestions Form

You may use this form to suggest or to make a complaint about Mike Martin Window Systems.

We would like you to return this form as soon as possible. Please return by email to nick@mikemartinwindows.co.uk



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