We hope that all of our customers will be thrilled with the work we do for them, but if you are unhappy, or if anything isn’t to your satisfaction, please be assured we will take it seriously and aim to resolve it to your satisfaction.


Step-by-step complaints procedure

If you’re not completely happy with our service, we’d like to hear about it so we can do something to put it right.

We do everything we can to ensure our customers get the best products and service possible. However, sometimes we may not get things right the first time.

When that happens, please tell us what went wrong, so we can put matters right.

We want to:

– Make it easy for you to tell us what went wrong.

– Give your complaint the attention it deserves.

– Resolve your complaint fairly without delay.

– Make sure you are satisfied with how your complaint was resolved.

How to let us know

If you are not satisfied with any aspect of our service or products, you can tell us about your complaint in the following ways:

In-person – call into our office

In writing – write to us and address your letter to the Customer Services Manager

By telephone – call us on (01924) 891881


How long will it take?

We aim to resolve your complaint straight away, but if we can’t, then we will contact you as soon as possible to tell you:


– Why we have not resolved your complaint.

– Who is dealing with your complaint.

– When we will contact you again.

We will aim to resolve your complaint quickly, but it may take longer if it is complex, a special colour or being referred to our manufacturer

We will try to keep you informed on a regular basis but if you need an update, please call us on (01924) 891881 and ask to speak to the person handling your complaint.

If we cannot reach an agreement with you?


– Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.


– Issue our final decision letter, which will explain our final position.




The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight-week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below.

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

Financial Ombudsman Service can be contacted in writing:

Financial Ombudsman Service

Exchange Tower


E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)


Further information can be obtained from the Financial Ombudsman Service’s website at