We will:

• Respond immediately, to let you know we’ve received your query.

• Do everything we can to resolve things as quickly as possible.

• Endeavour to return phone calls and emails within 5 working days.

• Arrange a service appointment if necessary or replace parts as required.

• Keep you regularly informed of progress throughout.

Our Procedures

Any complaint verbal or written will be referred to our complaint’s manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also;

• Acknowledge the complaint as quickly as possible.

• Record details on our internal database.

• Make contact to seek clarification on any points where necessary.

• Fully investigate the complaint.

• Keep you informed of our progress.

• Discuss with you our findings and proposed response.

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.