Customer Care Pledge

We pride ourselves by producing consistently good quality workmanship by our experienced operatives, which are either registered with the construction skills certification scheme, or are undertaking NVQ level 2 slating and tiling. All work is supervised and checked by both the Operations Director and the Customer Care Manager on a weekly basis.

To support your customers we have had in place for some time now a customer care department. The Customer Care Manager is assisted by our clerical staff and a team of directly employed experienced operatives who are only concerned with customer care and as such have the correct appearance, personality and care required for this specific delicate task.

We have a customer care procedure in place for responding to defects in an efficient and caring way. From the moment we receive a defect we contact the customer directly to arrange a suitable appointment. We will always honor our appointments, however if we need to alter due to weather for example we will reschedule with the customer. Once we have carried out remedial works we leave a written report with the customer, with a copy returned to you.

We realise the importance of communication with the customer and maintain this at all times.

Complaints Procedure

1.     If a customer wishes to make a complaint they may do so by writing a letter/fax or email. The customer must make the details of the complaint quite clear.

2.     We will register the complaint and record the details

3.     Our complaint handler will be competent and have the authority to progress the complaint.

4.     All complaints will be acknowledged within 5 working days in writing.

5.     Where the complaint is of a minor nature, it will be resolved by conciliation and mediation.

6.     At all times, copy correspondence will be kept as a record of the events in dealing with any complaint. The register will log the outcome of any complaint.