ConservatoryLand Limited
Customer Complaints Procedure
If you’re not completely happy with our service we’d like to hear about it, that way we can put it
right. We do everything we can to make sure our customers get the best products and the best
service possible, however, sometimes we may not get things right the first time.
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 and without delay
– Make sure you are satisfied with how your complaint was handled
How and where to complain
If you are not satisfied with any aspect of our/product service you can tell us about your complaint in
the following ways:
– In person: ConservatoryLand Ltd, Old Mill Lane Industrial Estate, Mansfield Woodhouse,
Nottinghamshire, NG19 9BG
– In Writing: write to us at the address above, please address your letter to The Customer
Service Manager
– By Telephone: 01623 488754
– By Email: [email protected]
How long will it take?
We will aim to resolve your complaint straight away but if we can’t we will write to you within 5
business days to tell you:
– Why we have not resolved your complaint
– Who is dealing with your complaint
– When we will contact you again
We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep
you informed on a regular basis but if you need an update please call us on the number above and
ask to speak to the person dealing with your complaint.
If we cannot reach agreement with you
If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service
we will:
– Send a letter giving our reasons for the delay and an indication of when we expect to
provide a final decision
OR
– Issue our final decision letter which will explain our final position
Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our
final decision letter or 8 weeks have passed you may have the right to refer your complaint to the
Financial Ombudsman Service (FOS).
Financial Ombudsman Service
If you want the FOS to look into your complaint you must contact them within six months of the date
of our final response letter.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 0234567
Email: [email protected]
Further helpful information can be obtained from visiting their web site at:
www.financial-ombudsman.org.uk
