IF YOU NEED TO MAKE A COMPLAINT

D Harrison Home Improvements is a trading name of Harrison Housing Developments LTD

The principle assigned to deal with complaints is:

D Harrison Home Improvements

3 Jewel Road

Bournemouth

BH3 0JJ

Tel No: 01202375847

Email address: in**@***********************ts.com

www.dharrisonhomeimprovements.com

Company Registration No: 12417624

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 make sure our customers get the best products and service possible. However, sometime we may not get things right the first time.

When that happens, we want you to 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; and
• Make sure you are satisfied with how your complaint was resolved.

How and where to complain

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 writing – write to us and address your letter to The Customer Complaint Manager.

By telephone – call us on 01202375847 during our office hours and ask for the Customer Services Department.

By email – use the email address shown.

Information We Will Need

To help us investigate your complaint efficiently, please provide as much of the following
information as possible:

Your full name and contact details.
The property address.
Your job, quotation or invoice reference, if available.
Details of the work carried out.
A clear description of your complaint or concern.
Relevant dates, including when the work was carried out and when the issue arose.
Photographs, documents or other information that may help us understand the issue.
Details of any previous communication regarding the matter.

What you would like us to do to resolve the complaint, where applicable.
If you are unable to provide all of this information, please do not delay making your complaint. We
will work with you to obtain any information that is reasonably required.

Investigation

Your complaint will be reviewed by an appropriate person.

Depending on the nature of your complaint, our investigation may include:
Reviewing your quotation, contract, invoice and other relevant documents.
Reviewing photographs or other evidence.
Speaking with employees, contractors or other people involved in the work.
Inspecting the property or the work carried out.
Considering relevant manufacturer or technical information.
Reviewing previous correspondence and communications.
Where appropriate, obtaining further technical information or an independent assessment.

We will aim to complete our investigation within 14 working days.

Some complaints, particularly those involving technical issues or requiring an inspection or
independent assessment, may take longer to investigate. If this is the case, we will explain the
reason for the delay and keep you informed of progress.

How long will it take?

We aim to resolve your complaint straightaway but if we can’t, then we will write to you within 10 business days to tell you:

• Why we have not resolved your complaint;
• Who is dealing with your complaint; and
• When we will contact you again.

We will aim to resolve your complaint quickly but it may take longer if it is complex.

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

We may need to appoint a surveyor if the complaint is complex or needs further investigation. This will be arranged for a suitably convenient time.

If we cannot reach agreement with you?

If we can’t agree a solution with you within eight weeks, 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.

Which Trusted Trader Alternative Dispute Resolution Service

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service.  Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.  If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

Telephone: 01202375847

Email: in**@***********************ts.com

David Harrison – Director