Complaints Procedure

Tyneside Home Improvements Complaints Procedure

Complaints are very important to us and we use them as an opportunity to learn and make things better in the future.  

How to make a complaint

Complaints by post should be addressed to:

Tyneside Home Improvements:

Unit 2 Hanlon Court, Royal Industrial Estate, Jarrow, Tyne And Wear, England, NE32 3HR

Complaints by phone regarding a recent installation (3 months or earlier) should be made to our installation team on 0191 489 5063.

Complaints by phone regarding a project installed for over 3 months should be made to the installation team on 0191 489 5063.

Complaints in person should be made at our Head Office – address above:

Opening Hours:
Monday to Friday 8.30am – 5.00pm
Saturday 9.00am – 12.00pm
Complaints via email should be made using the following email address:

admin@thi.uk.com

What happens when you make a complaint:

We will do our very best to resolve your compliant immediately, but on the occasion that this just isn’t possible we will follow the following procedure.

Phase 1: Acknowledgement

We’ll acknowledge your complaint within three working days, either by email or by letter. We’ll tell you the reason why we couldn’t resolve it straight away and who will be dealing with your complaint.

Phase 2: Decision

We’ll aim to reach a decision regarding how to proceed regarding your complaint within the first two weeks of your complaint being raised.  Decisions are confirmed to you in writing.

Phase 3: Action

If we agree that further action and work is required to satisfy the complaint, we’ll aim to complete this work within 6 weeks of the complaint being made as an absolute maximum. Rest assured that we’ll always inform if there’s going to be a delay beyond this date.

Phase 4: Referral

Where we can’t reach an agreement together, when appropriate we’ll provide you with the relevant information for the Financial Ombudsman Service:

A note about the Financial Ombudsman Service

The Financial Ombudsman Service is there to help consumers with complaints which relate to the sale of financial services. If your complaint is of this nature, there are two scenarios where you may have the right to refer your case to them, these are:

  • Where you are unhappy with the final decision made by Tyneside Home Improvements regarding your complaint
  • Where eight weeks have passed since the complaint was raised, without you having received a final decision from us

Should you wish to proceed with this course of action. Contact details are:

The Financial Ombudsman Service

Exchange Tower,

London,

E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting the Financial Ombudsman Service website at www.financial-ombudsman.org.uk.

It’s important to note that if you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final decision letter.

Get in touch with us today

If you have any further queries regarding our complaints procedure then please email admin@thi.uk.com

 

 

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