We will always respond quickly and efficiently to any request for after sales visits and attend to any problems that may arise as quickly as possible.
All requests for service work can be made in writing to 32 High street, Cheadle ,ST10 1AF, or by telephone on 0161 4840773. We will then arrange a date and time for a visit by a company service engineer this appointment will be within 2 weeks of the initial contact. If your work was completed more than 12 months ago we would request that you send or email us a copy of your original purchase order form at this point.
All urgent requests for service work, for example a customer not been able to lock their door, will normally be attended to the same day if it is a security risk, or if that is not possible for any reason then within 48 hours from the point of contact.
You will be given a Day and time slot for our service engineer to visit, in the majority of cases the work would be completed on the first visit, although occasionally we will have to order replacement parts. If these are required they will be ordered then a return visit scheduled as soon as possible to complete the work.
In the unlikely event that you are still not satisfied after the service engineer’s visit or there are any other issues that you are not completely satisfied with after dealing with our after sales team, then your complaint will be investigated by a member of our management team.
At this point we would ask that all complaints are made in writing to the above address or via the contacts page on our website. We will then acknowledge your complaint and offer a course of action within 28 days, and if agreed by the Customer, carry out such remedial work or take appropriate action within 4 weeks of reaching of reaching said agreement.
In the unlikely event that we cannot solve any issues or complaints that a customer has, we will supply them with full details of why a complaint was not upheld in writing.
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Ombudsman services Ltd for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted traders in the first instance on 0117 9812929.