What to do when something goes wrong.
We always aim to provide the highest standard of service possible at Mark Naylor Carpet Fitting. However, there are times when things can go wrong, and we endeavour to put things right. The following lists our procedure for making a complaint.
How to make a complaint
We’ve made it as simple and straightforward as possible to make a complaint, and there are numerous ways you can do so.
You can call us on: 07710 456620
You can email us: firstname.lastname@example.org
You can write to us:
How are complaints handled?
Once you have submitted your complaint, we’ll aim to acknowledge this within 5 working days. We aim to resolve all complaints in a timely manner. Your resolution will be communicated in your preferred contact method, this being whichever method we have been keeping in correspondence with you.
What If Im Still Not Happy?
If, after we have provided a final response to your query, you are unhappy with the outcome, you can refer your complaint to Consumer Arbitration. Consumer Arbitration is approved by the CTSI to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015. You will need to refer your complaint to them within 12 months of receiving this correspondence.
For further information or to submit your complaint to Consumer Arbitration please visit www.consumerarbitration.co.uk.
Alternatively, your complaint can be addressed to:
Consumer Arbitration, 12 – 14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes. MK12 5TW
0203 540 8063
‘Consumer Arbitration’ is an ADR service approved by the CTSI to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015. You will need to refer your complaint to them within 12 months of receiving this correspondence.
What happens next?
Once submitted, Consumer Arbitration will acknowledge your application form and request our defence. We will have 21 days to provide it. Please note that the arbitration fee is payable at the time of application and is non-refundable should you reach agreement prior to an award being issued.
If your complaint is regarding the selling of interest free credit for your purchase, and you are not satisfied with the resolution of your complaint, within 6 months of the date of our letter you can refer to the Financial Ombudsman Service (FOS) at the following address:
Financial Ombudsman Service
Please note the FOS will only be able to consider complaints about financial services such as the sale of the finance.