Complaints Procedure

Our aim:

Clarity Windows Doors & Conservatories Limited is committed to providing a quality service for its customers and partners working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and partners, and in particular by responding positively to complaints, and do our best to respond as quickly as possible and put matters right if we can.

At Clarity Windows Doors & Conservatories Limited we recognise that a customer will be expressing their dissatisfaction and we define this in this way:

• Complaint – This is where the customer is dissatisfied with the way in which their product was sold or described to them.
• Claim – This is dissatisfaction with the product or fitting of that product.

Therefore we aim to ensure that:

• Making a complaint or claim is as easy as possible;
• We treat a complaint or claim as a clear expression of dissatisfaction with our service which calls for an immediate response;
• We deal with it promptly, politely and, when appropriate, confidentially;
• We respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.;
• We learn from complaints and claims, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

• Resolve informal concerns quickly;
• Keep matters low-key;
• Enable mediation between the complainant and the individual to whom the complaint or claim has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Clarity Windows Doors & Conservatories Limited defines a complaint or claim as 'any expression of dissatisfaction (with Clarity Windows Doors & Conservatories Limited), with a member of staff, or with a business partner) that relates to Retailer Limited and that requires a formal response'.

The formal complaints procedure is intended to ensure that all complaints and claims are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

Clarity Windows Doors & Conservatories Limited responsibility will be to:

• Acknowledge the formal complaint in writing;
• Respond within a stated period of time;
• Deal reasonably and sensitively with the complaint;
• Take action where appropriate.

A complainant's responsibility is to:

• Bring their complaint, in writing, to Clarity Windows Doors & Conservatories Limited attention normally within 8 weeks of the issue arising;
• Raise concerns promptly and directly with a member of staff in Clarity Windows Doors & Conservatories Limited;
• Explain the problem as clearly and as fully as possible, including any action taken to date;
• Allow Clarity Windows, Doors & Conservatories a reasonable time to deal with the matter;
• Recognise that some circumstances may be beyond Clarity Windows Doors & Conservatories Limited control.

Responsibility for Action: All Staff of Clarity Windows Doors & Conservatories Limited.

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Retailer maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Monitoring and Reporting: Clarity Windows Doors & Conservatories Limited will produce annually an anonymised report of complaints made and their resolution.