Customer Complaints Policy & Process

It is in the interests of our customers and our business that Coral Windows handles customer complaints in a professional and timely manner. This policy sets out our Service/Product customer complaints handling procedure.

Policy Statement:

. This Policy aims to maximize opportunities to gain feedback from our customers and provide customers access to a clear and efficient complaints process

. This policy applies to all Group partner organisations

. The organisation will act in a timely manner remaining objective and impartial when considering and dealing with complaints. It will do so fairly and treat each complaint in confidence

. The organisations definition of a complaint is “any expression of dissatisfaction, which requires a response, about the organisation’s action or lack of action or about the standard of a service, whether the service provided by the organisation itself or a person or body acting on its behalf”.

. The organisation also recognises that ‘expressions of dissatisfaction’ can be resolved at the first      point of contact and therefore do not go through the complaints process. These are known as ‘Stage 0’   complaints and may be recorded for information and monitoring.

Availability of this policy:

This policy will be made available to any customer on request. It will ensure we are listening and actively responding to customer needs and demands. We shall use this feedback to provide vital learning opportunities in our drive for continuous improvement and service excellence

1. How may customers register their complaint?

a. In person at our main office: Coral Windows, Coral Mill, Halifax Road, Bradford BD6 2DN

b. By telephone to Coral Windows on 01274 698000

c. By writing to the company at the above address

d. By e-mail to the company on: service@coralwindows.co.uk

2. Who will handle the complaint?

This Policy and associated procedures aim to ensure that customers are kept informed throughout the stages outlined below: –

The three complaint stages are:

Stage 1       –      Dealt with at Officer/Team Manager level

Stage 2       –      Dealt with at Senior Manager level

Stage 3       –      Review/Appeal at Director level

3. What happens if my complaint cannot be resolved immediately?

Coral Windows will acknowledge all complaints within five calendar days and seek to resolve issues within four calendar weeks, however, if the complaint will take longer to resolve the customer  will be kept informed throughout on progress and an expected timescale for conclusion.

4. Coral Windows final offer to resolve your complaint 

At any stage during this process when we believe we have reached a satisfactory conclusion we shall confirm this in writing. If we have failed to arrive at a satisfactory conclusion of your compliant, we shall write with our final intentions to resolve the matter. At this stage, we will explain options available to you which will include you, the customer referring your complaint to West Yorkshire Trading Standards, our customers have the option to contact them for dispute resolution by referring to website https://www.wyjs.org.uk/adr/

Customer Complaint Handling Policy (Customer Copy) – Updated 13-03-2023