Our Commitment to You

If something has gone wrong or we have fallen short of the standard you expect, we want to know about it. We take every complaint seriously, investigate it thoroughly, and aim to put things right as quickly as possible. Your feedback also helps us improve.

How to Make a Complaint

You can reach us by phone or email:

Telephone: 01702 299 649
Mobile: 07727 124 091
Email: ogosborn@aol.com

To help us deal with your complaint as efficiently as possible, please include the following when you get in touch:

• Your full name, address and telephone number
• Any reference number or previous correspondence relating to your complaint
• A clear description of the issue

If you need us to communicate with you in a particular format — for example, by telephone only — please let us know and we will do our best to accommodate you.

How We Handle Complaints

Step 1 — Getting in Touch

Contact us using the details above. We will aim to resolve your complaint straight away wherever we can. If we are able to do so, we will confirm the outcome to you in writing.

Step 2 — Acknowledgement and Investigation

If we cannot resolve your complaint immediately, we will write to you within three business days to let you know:

• Why we have not yet been able to resolve your complaint
• Who is handling your complaint
• When you can expect to hear from us again

We will keep you updated throughout. If you need a progress update at any point, please do not hesitate to contact us and ask to speak to the person dealing with your case.

Step 3 — Final Response

We aim to issue a final response to every complaint within eight weeks of receiving it. If we are unable to meet that timeframe, we will write to you to explain the delay and give you an indication of when to expect our final decision.

Complaints About Finance Products

If your complaint relates to work purchased through a finance agreement and we have been unable to resolve it to your satisfaction, you can refer your complaint to TradeHelp Ltd:

Write: Marchwiel Centre, Bryn Lane, Wrexham Industrial Estate, LL13 9UT
Telephone: 01978 666887
Email: info@tradehelp.co.uk

If your complaint is specifically about the finance agreement itself — rather than the work we carried out — please still let us know, and we will forward it to your credit provider on your behalf. Your credit provider will acknowledge your complaint and issue their response within eight weeks.

The Financial Ombudsman Service

If you are not satisfied with your credit provider’s response, or eight weeks have passed without a final response, you may refer the matter to the Financial Ombudsman Service. You must do this within six months of the date of the lender’s final response letter.

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk