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Complaints Policy

At Top Tier Loft Conversions, we strive to provide exceptional service to all our clients. However, we understand that there may be occasions where you may have concerns or complaints about our services. We take all feedback seriously and are committed to resolving any issues promptly and effectively. This Complaints Policy outlines the steps you can take to address your concerns and how we will handle your complaint.

1. How to Raise a Complaint:

  • If you have a complaint about any aspect of our services, you can contact us by phone, email, or in writing. Please provide as much detail as possible about the nature of your complaint, including any relevant documentation or evidence.

2. Acknowledgment of Complaint:

  • Upon receiving your complaint, we will acknowledge receipt promptly, usually within 5 business days. We will provide you with details of who will be handling your complaint and how you can contact them.

3. Investigation and Resolution:

  • We will thoroughly investigate your complaint and strive to resolve it as quickly as possible. Our aim is to provide a fair and impartial assessment of your concerns and take appropriate action to address them.

4. Communication:

  • Throughout the complaints process, we will keep you informed of the progress and any updates regarding the resolution of your complaint. We aim to maintain open and transparent communication at all times.

5. Resolution Options:

  • Depending on the nature of your complaint, resolution options may include offering an apology, providing a refund or compensation, or implementing corrective actions to prevent similar issues from occurring in the future.

6. Escalation Process:

  • If you are not satisfied with the initial response or resolution of your complaint, you may request that your complaint be escalated to a higher level of management or to an independent mediator for further review.

7. Feedback and Follow-Up:

  • Once your complaint has been resolved, we may ask for your feedback on the handling of the complaint process. We value your input and use it to continuously improve our services.

8. Confidentiality and Privacy:

  • We treat all complaints with the utmost confidentiality and respect your privacy throughout the complaints process. We will only disclose information related to your complaint to individuals directly involved in its investigation and resolution.

9. Timeframe for Resolution:

  • We aim to resolve complaints within a reasonable timeframe, typically within 28 days of receipt. However, complex complaints may require additional time for thorough investigation and resolution.

10. Contact Information: – If you wish to raise a complaint or have any questions about our Complaints Policy, please contact us using the contact details provided on our website.

We are committed to addressing your concerns promptly, fairly, and with professionalism. Your feedback is invaluable to us as we strive to continually improve our services and customer experience.

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