Compliance and policies

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Which Trusted Trader

COMPLAINTS POLICY

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 07917181068, or write to us at 102 Arundel Road, Peacehaven, Brighton, BN10 8RG, or email us at dan@williamsecl.com and we aim to respond within 7 working days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 981 2929.

 

The Consumer Rights Act 2015 & alternative dispute resolution: guidance for businesses

01 October 2015

The main parts of the Consumer Rights Act 2015 come into force today, 1 October 2015.

The Consumer Rights Act replaces a number of laws with regard to business-to-consumer transactions, including the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982.

It will be clearer and easier to understand, meaning that consumers can buy and businesses can sell to them with confidence. The changes are relevant to every business that sells directly to consumers. The new law makes it clear what should happen when goods or digital content are faulty, or when services are not provided with reasonable care and skill. Businesses and consumers who understand their rights and responsibilities will save time and money.

To help businesses and consumers understand the changes, the Department for Business, Innovation and Skills (BIS) has worked closely with business and consumer groups to develop a plain English summary of the key elements of the Act. This ‘consumer rights summary’ is not intended to be a comprehensive guide to consumer rights, but rather a general overview of the key consumer rights, focusing on the most common issues.

There is no legal requirement for you to display this information, but it could help you make things clearer for your customers and staff. The design of the information sheet is a basic layout and you may want to tailor it according to your business needs – for example, by offering a returns policy that builds on the statutory requirements, or adding examples from your own business (perhaps replacing the words ‘goods’, ‘services’ or ‘digital content’ with something that you sell). The words are legally correct and outline your customers’ rights, so we suggest tailoring and adding to these words, rather than deleting or altering the wording provided.