Complaints Handling

We always endeavour to provide the best service and goods for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things rights as soon as we can, we would invite you to read the information below. We will respond promptly and with the aim of trying to ensure that the matter is resolved and that we have dealt with the complaint to your complete satisfaction. We always endeavour to settle complaints amicably and hope that we can reach a resolution as soon as possible.

During any Service Provision

Should you have any concerns during the provision of our Services and before the work has been completed, please contact us as soon as possible. Wherever possible, we will look to investigate and seek to rectify any ongoing services issues as soon as possible, especially if there are ongoing works which could be affected by the issue.

Where the issue is not resolved and you wish to raise a formal complaint, please contact our Complaints Handling Representative (detailed below) who will deal with the matter in accordance with the procedure and within the timeframe indicated below.

Upon Completion

As soon as practically possible after the completion of the Services, please inspect the work to ensure everything has been carried out to your satisfaction and that it meets your needs and objectives.

Should there be anything you are not completely satisfied with, please contact your us as soon as possible in order for us to look to discuss this with you and, where possible, rectify any problems or snagging.

Where the service issue is not resolved, please let us know. Should you wish to raise a formal complaint, please contact our Complaints Handling Representative who will deal with the matter in accordance with the procedure and within the timeframe indicated below.

After the Services have been concluded

Where the Services have already been signed off or as completed and you subsequently identify an issue or have reason to complain, please contact our Complaints Handling Representative who will deal with the matter in accordance with the procedure and within the timeframe indicated below.

Formal Complaints Procedure

If you have not already done so, our Complaints Handling Representative will ask you to let us know the full nature of the problem. They may need further information and may need to carry out an inspection. They may ask to meet you at the Premises, if this is relevant and helpful, to identify the cause of the concern or complaint, conduct any investigative work and what we may be able to do to rectify it.

Where they need to make enquiries of our employees or third parties or otherwise need to investigate anything raised by you, they will do this as soon as possible.

Timescales

We endeavour to provide a full response to you as soon as reasonably possible after you have made the complaint and, where we have agreed to do anything to rectify the issue, we will do so in a reasonable time and, where possible, at a time convenient to you.

In all cases, we will acknowledge your complaint and, where possible, offer you a course of action within 28 days but we reserve a period of a further eight weeks to try and resolve the matter fully.

We aim to keep you informed of the progress of the complaint at least weekly via calls and/or written communication. If agreed by you, we will carry out such remedial action within eight weeks from the date of your agreement.

If applicable, we will offer you full details of why a complaint is not upheld in full or at all. If you remain unhappy, we will write to you letting you know any other options you may have for seeking a resolution of the matter, including any other independent dispute resolution processes which are open to you.

Contact Details

In the event of any issue or if you wish to raise a complaint, please contact the person in our firm responsible for complaints handling: Lloyd Robinson by:

telephone: 0333 202 8888,
email: lloyd@charnwoodgates.co.uk, or
post to FAO Lloyd Robinson, Charnwood Gates Automation Ltd, 39 The Rushes, Loughborough, LE11 5BG.

Further Redress

You must always try complaining to us first. In most cases you may not be able to take your complaint further without allowing us the opportunity to put things right.

Where we cannot resolve any complaints using our own complaints procedure and resolve the matter within the timeframe indicated above, or you do not agree with our assessment and suggestion for resolution, you may be able to take the matter before an independent Alternative Dispute Resolution service.

We are a Which? Trusted trader and adhere to their Code of Conduct. You may be able to use their Dispute Resolution Ombudsman for dispute resolution.

In the unlikely event that we cannot resolve a complaint between us and you wish to refer the complaint to them please contact Which? on 02922 670 040 or via their website: https://trustedtraders.which.co.uk/articles/how-to-make-a-complaint/

As a consumer, there may also be other protection rights available to you. For further information, please visit: https://www.gov.uk/consumer-protection-rights