Complaints Procedure

Introduction

At GBW Retrofit Services Ltd, we strive to provide high-quality services and maintain excellent customer satisfaction. However, we recognize that there may be occasions when our service falls short of your expectations. This Complaints Procedure outlines how you can make a complaint and the steps we will take to address your concerns.

1. How to Make a Complaint

If you have a complaint, please contact us using one of the following methods:

When making a complaint, please provide the following information:

  • Your name and contact details
  • A clear description of your complaint
  • Any relevant reference numbers or supporting documentation
2. Acknowledgment of Your Complaint

Upon receiving your complaint, we will:

  • Acknowledge receipt of your complaint within [5] working days.
  • Provide you with the name and contact details of the person handling your complaint.
3. Investigation of Your Complaint

We will:

  • Conduct a thorough and impartial investigation into your complaint.
  • Keep you informed of the progress of the investigation.
4. Response to Your Complaint

We aim to resolve all complaints within [30] working days. Once the investigation is complete, we will:

  • Contact you to discuss the outcome of the investigation.
  • Provide you with a written response outlining our findings and any actions we will take to address your complaint.
5. Further Steps

If you are not satisfied with our response, you can request a further review by a senior member of our team. To do so, please contact us at info@gbwretrofitservices.co.uk, stating your reasons for requesting a review.

6. External Review

If you remain dissatisfied after the internal review, you may refer your complaint to an external body. We will provide you with information on the appropriate body to contact based on the nature of your complaint.

7. Continuous Improvement

We take all complaints seriously and use the information gained from them to improve our services. Your feedback is invaluable in helping us achieve this.

Contact Us

If you have any questions about our Complaints Procedure, please contact us at: