Complaints Procedure

Name: Surinder Singh Sohal- Director 

Telephone: 0121 552 9777 

E-mail: [email protected] 

Our Procedures 

Any complaint verbal or written will be referred to our complaint’s manager at the earliest opportunity or to a member of the senior management if the complaints manager is  unavailable. We will also 

Acknowledge the complaint in writing promptly 

Record details on the firm’s system 

Make contact to seek clarification on any points where necessary Fully investigate the complaint 

Keep you informed of our progress 

Discuss with you our findings and proposed response 

Ensure that our firm partners have a compliant complaints procedure and are  communicating with their customer using this 

Provide clear deadlines to respond 

You will receive contact from us advising on progress if we cannot respond immediately.  We will let you have our final response as soon as possible and not later than eight weeks. 

High Spec Windows & Conservatories Ltd. 

Customers may express dissatisfaction to us about our products and services. We will need  to establish whether or not the complaint relates to the information given, the firm or the  service and installation. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the firm for them to investigate and provide a written explanation and any supporting information. This may include photos, checklists or remedial satisfaction notes. 

Investigation 

The complaints manager will establish the nature and scope of the complaint having due  regards to the Financial Conduct Authority’s direction: 

Deal with complaints promptly and fairly 

Give complainants clear replies and, where appropriate, fair redress

We may take up to 8-weeks to provide a response

Eligible Complainants 

It is the firm’s policy to treat all complainants the same, however, eligible complainants,  customers that have purchased goods and services using a lenders finance, are legally  defined and have additional rights in law that we must acknowledge and adhere to. 

The Financial Conduct Authority complaints rules apply to complaints: Made by, or on behalf of an eligible complainant

Relating to regulated activity. 

Involving an allegation that the complainant has suffered, or may suffer, financial  loss, material distress or material inconvenience. 

Final response 

This will set out clearly our decision and the reasons for it. If any compensation is offered a  clear method of calculation will be shown. 

The firm must include details of the Financial Ombudsman Service in the final response if  dealing with an eligible complainant and a regulated activity, we will: 

Explain that the complainant must refer the matter to the ombudsman within six months of the date of the final response letter or the right to use this service is lost Indicate whether or not we consent to waive the relevant time limits. 

Complaints Settled within 3 business days 

Complaints that can be settled to the customer’s satisfaction within 3 business days can  be recorded and communicated differently. 

Where we consider a complaint to be resolved to the customer’s satisfaction under this  section, the firm will promptly send a ‘Summary Resolution Communication’, being a  written communication from them which:  

(1) refers to the fact that the customer has made a complaint and informs them that  they now consider the complaint to have been resolved to the customers  satisfaction. 

(2) The firm will tell the customer that if they subsequently decide that they are  dissatisfied with the resolution of the complaint they may be able to refer the  complaint back to the firm for further consideration or alternatively refer the  complaint to the Financial Ombudsman Service; 

(3) Provide the website address of the Financial Ombudsman Service; and 

(4) Refer to the availability of further information on the website of the Financial Ombudsman Service. 

In addition to sending you a Summary Resolution Communication, the firm may also use  other methods to communicate the information where: 

(1) We consider that doing so may better meet the customer’s needs; or 

(2) They have already been using another method to communicate about the  complaint. This may include recorded calls, emails or text messages.

Closing a complaint 

We will consider a complaint closed when we have made our final response to the  customer. This does not prevent a customer from exercising any rights they may have to  refer the matter to the Financial Ombudsman Service. 

Financial Ombudsman Service 

We will co-operate fully with the Ombudsman in resolving any complaints made against  us and agree to be bound by any awards made by the Ombudsman. The firm undertakes  to pay promptly any fees levied by the Ombudsman.  

How Long You Have to Complain to the Financial Ombudsman Service You have the right to refer your complaint to the Financial Ombudsman Service, free of  charge – but you must do so within six months of the date the final response letter.  If you do not refer your complaint in time, the Ombudsman will not have our permission to  consider your complaint and so will only be able to do so in very limited circumstances.  For example, if the Ombudsman believes that the delay was as a result of exceptional  circumstances. 

Contact: 

The Financial Ombudsman Service, Exchange Tower, London E14 9SR 

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123  (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad) 

Email: [email protected] 

Website: www.financial-ombudsman.org.uk

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    Contact details

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    ADDRESS

    High Spec Windows
    Rood End Road
    Oldbury
    Birmingham
    B69 4HT

    OPENING TIMES

    Monday – Friday: 8am to 6pm
    Saturday – Sunday: 10am – 4pm

    TELEPHONE

    0121 552 9777

    FAX

    0121 554 3663

    EMAIL

    [email protected]