Complaints Policy

Complaints Procedure Document

SureFix Home Improvements Ltd

FENSA Member: 20240

Company Registration No: 4128097

Complaints Policy

SureFix Home Improvements Ltd are committed to providing the highest quality installation service for the following products to all our customers;

• uPVC and Aluminium Windows, Doors and Conservatories/Orangeries
• uPVC Fascia, Soffits, Guttering and Cladding
• Roofs (Rubber, Felt, Glass, Roof lanterns etc)
• Driveways including block paving and resin

When something goes wrong, you must tell us about it as soon as possible. This will help us to improve our overall standards of service, and ensure you are left a happy customer. 

If you have a complaint of any kind, please contact us with the details in writing to either info@surefixltd.co.uk or 45 London Road, Cowplain PO8 8DH. 

Complaints Process

1. We will send you written confirmation acknowledging the receipt of your complaint(s) either by email or post, enclosing a copy of this Complaints Procedure Document.
2. We will investigate your complaint. This will normally involve passing your complaint to our Business Manager – Caroline Salmon – who will review your complaint and liaise with the relevant Managers and/or installation team. 
3. A relevant Manager will arrange a visit to your home or the premises where the installation was undertaken (if different to your home address) to discuss and hopefully resolve your complaint.  We will do this within 21 days of sending you the acknowledgement letter. 
4. Within 14 days of the visit, Caroline Salmon will write to you to confirm details of the site visit and what took place and will note any agreed solutions. 
5. If you do not wish for a site visit to take place, Caroline Salmon will issue a detailed written response to your complaint(s), including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 
6. A complaint will be considered ‘closed’ if you write to accept the findings of our response or fail to respond within 28 days of receiving the communications from Caroline Salmon, detailed in points 4 or 5 above. 

NB: Where a complaint is received and dealt with by close of business following the day of receipt of the complaints, the above procedures do not need to be followed. However, a record of the complaint(s) and/or resolution(s) will be kept.