Complaints Policy

Complaints Policy and Procedure

Our aim:

Stormclad is committed to providing a quality service for its customers and partners working in an open and accountable way that builds the trust and respect of all our customers. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and partners, and in particular by responding positively to complaints, and do our best to respond as quickly as possible and put matters right if we can.

Therefore we aim to ensure that:

• Making a complaint is as easy as possible;
• We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
• We deal with it promptly, politely and, when appropriate, confidentially;
• We respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.;
• We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

• Resolve informal concerns quickly;
• Keep matters low-key;
• Enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stormclad defines a complaint as ‘any expression of dissatisfaction (with Stormclad, with a member of staff, or with a business partner) that relates to Stormclad and that requires a formal response’.

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

Stormclad’s responsibility will be to:

• Acknowledge the formal complaint in writing;
• Respond within a stated period of time;
• Deal reasonably and sensitively with the complaint;
• Take action where appropriate.

A complainant’s responsibility is to:

• Bring their complaint, in writing, to Stormclad’s attention normally within 8 weeks of the issue arising;
• Raise concerns promptly and directly with a member of staff in Stormclad;
• Explain the problem as clearly and as fully as possible, including any action taken to date;
• Allow Stormclad a reasonable time to deal with the matter;
• Recognise that some circumstances may be beyond Stormclad’s control.

Responsibility for Action: All Staff of Stormclad.

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Stormclad maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Monitoring and Reporting: Stormclad will produce annually an anonymized report of complaints made and their resolution.

Formal Complaints Procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should write or email  to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. If your complaint concerns a member of Stormclad staff, you should write formally to the individual concerned. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 28 working days.

You can contact us to complain by calling 01159708077 or email mail@stormclad.co.uk or in writing to:

60 Basford Road, Nottingham NG6 0JL.

Final Stages

GGF Conciliation Service

The GGF Conciliation Service is a confidential correspondence-based process that exists to ensure all GGF Member companies fulfil their agreed obligations to their customers.

If you are a domestic customer of a GGF Member and have been unable to resolve a complaint directly with the company, you may apply to our Conciliation Service.

Benefits of GGF Conciliation

• Absolutely free
• Confidential
• Independent and impartial
• Ensures GGF Member companies meet their contractual responsibilities
• Removes the time, work and sometimes frustration you may have when dealing with a company or individual
• Keeps you informed at every stage of your complaint until it is resolved

Why should I consider GGF Conciliation?

The GGF is independent and impartial. Our overriding principle is to ensure our Members meet their contractual responsibilities to their customers.

We endeavour to keep all parties informed so as to create a situation whereby a mutually agreed solution to an existing dispute is reached.

How to request GGF Conciliation

If you have raised your concerns with the GGF Member company in writing and it has not addressed the issues for you, please write to the GGF Conciliation Manager at conciliation@ggf.org.uk.

Alternative dispute resolution

The GGF has an independent arbitration scheme run by the Chartered Institute of Arbitrators.

The Glazing Arbitration Scheme (TGAS) is an independent ADR (alternative dispute resolution) scheme, which is the primary ADR scheme for the Glass & Glazing industry, plus other glazing related and home improvement products.

Financial Ombudsman Service

The Financial Ombudsman Service provides a free, independent service for clients to solve disputes with not for profit debt advice providers.

The Financial Ombudsman Service will only step in once a company has had the opportunity to investigate matters, so please contact us first.

If you are not satisfied with the our final response or if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman to review your complaint. You must do this within 6-months of the date of our final response letter.

Contact the Financial Ombudsman Service

By post:

Financial Ombudsman Service
Exchange Tower

London E14 9SR

By phone:

0800 0 234 567 – free for people phoning from a ‘fixed’ line (e.g. a landline at home)
0300 123 9 123 – free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02.

By email:

complaint.info@financial-ombudsman.org.uk

Website:

www.financial-ombudsman.org.uk