Complaints Handling Policy
How to raise a complaint and how Crafted Home Solutions Ltd will handle it.
At Crafted Home Solutions Ltd, we are committed to delivering a high standard of service to all our customers. However, we recognise that there may be occasions when you are dissatisfied with an aspect of our service. We take all complaints seriously and are dedicated to resolving them fairly, promptly, and effectively.
How the process works
Raise the matter with our team first. Complaints can be submitted by email or post.
We aim to acknowledge your complaint within 3 working days. The policy below explains the 10-working-day response timeframe and updates where more time is needed.
Where you remain dissatisfied after the internal process, the policy below explains the route to Assure Certification Ltd.
This is a summary. The full complaints handling policy and escalation details follow below.
If You Have a Query, Suggestion or Complaint
1. Initial Contact
If you wish to raise a complaint regarding our services, please contact a member of our team in the first instance. We will endeavour to resolve the matter directly or refer you to the appropriate person who can assist further.
2. Acknowledgement and Investigation
Complaints may be submitted by email or post. Upon receipt of your complaint, we will aim to acknowledge it within 3 working days.
We will provide a full response within 10 working days of receiving your complaint. If a full response cannot be issued within this timeframe, we will keep you informed of the progress of our investigation and advise you of the expected timescale for resolution.
3. Escalation Procedure
Our aim is to resolve complaints at the earliest opportunity. However, if you remain dissatisfied with the outcome of our internal complaint’s procedure, you may escalate the matter to our Competent Person Scheme provider, Assure Certification Ltd.
Should you remain dissatisfied after all stages of our internal complaints process have been completed, you may request an independent investigation by Assure Certification Ltd.
Please contact them using the details below or complete the complaints form available on their website:
Assure Certification Ltd
96 High Street
Lees
Oldham
OL4 5AA
Telephone: 0161 669 6211
Website: Assure Certification
Our Commitment
Crafted Home Solutions Ltd values customer feedback and views complaints as an opportunity to improve our services. We are committed to handling all complaints professionally, impartially, and in accordance with our customer service standards.