Complaint procedure

1. Introduction

We always aim to provide a high standard of care in all our services.

Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.

2. Making a suggestion

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services may make a suggestion.
First you should speak to the Manager or their Deputy.

Comments or suggestion boxes are available if you would rather make your suggestion that way.

If the suggestion is something that Thermaframe Group Ltd as a company needs to consider you can send it to:

Thermaframe Group Ltd
Unit 7, Fitzroy Business Park
Sandy Lane
Sidcup
Kent
DA14 5NL

3. Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

Thermaframe Group Ltd assures clients that it will not withdraw or reduce services because someone makes a complaint in good faith.

4. Who can complain

Anyone affected by the way Thermaframe Group Ltd provides services can make a complaint.

5. How you can make a complaint

You can complain:

• in person
• by telephone
• through a member of our staff
• by letter
• by email

6. Responsibility

The Manager has overall responsibility for dealing with all complaints made about a service.

7. How we handle complaints

The Manager may ask one of the team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

When we have finished investigating, we will contact you to discuss the outcome, and write to you with:

• details of the findings;
• any action we have taken; and
• our proposals to resolve your complaint.

8. Time limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than six months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

9. Further steps

At any stage during the process, if you are not happy with the way the Thermaframe Group Ltd is dealing with your complaint you can contact:

Plastics Window Federation
Federation House
85-87 Wellington Street
Luton
Bedfordshire
LU1 5AF

T: 01582 456147
E: ins@pwfed.co.uk