Complaints Policy

Produced January 2001 and to be reviewed annually

SureFix Home Improvements Limited is committed to every customer and we believe that everyone has the right to a fair, swift and courteous service always.

Once we are in receipt of a complaint and we will deal with it promptly, effectively and in a positive manner.

Our Complaints Procedure

  1. We will acknowledge the complaint promptly within 5 working days of receipt.
  2. We will investigate the complaint and endeavour to send a final response within 4 weeks of receipt of the complaint. If we are unable to provide a final response within this time we will send an update.
  3. We will endeavour to send a final response within 8 weeks of receipt of the complaint. If we are unable to provide a final response within this time frame, we will write explaining why and advise when a final response can be expected.
  4. If more than 8 weeks from the date of the complaint has past and a final response hasn’t been issued, or the customer is dissatisfied with the final response (or at any stage of the process) the customer can write to:
    Financial Ombudsman Service (FOS)
    Exchange Tower
    London
    E14 9SR

The complaint must be reported to the Financial Ombudsman within 6 months of the date on the final response.