COMPLAINTS HANDLING POLICY

Policy Statement

Alon Interiors Limited are committed to providing a high-quality and professional service to all of our clients. Alon Interiors Limited believes that if a client wishes to make a complaint or register a concern they should find it easy to do so. It is our policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments are taken seriously.

If you have a complaint, please contact us in writing with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve a member of our staff arranging an on-site visit to assess your complaint in full. They will then refer the complaint to our registered office and to Sarah Reeve-Daly – the Owner, who will investigate your complaint in full.
  3. Sarah Reeve-Daly – the Owner, will then invite you to a meeting to discuss and hopefully resolve your complaint. They will do this within 28 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Sarah Reeve-Daly – the Owner will write to you to confirm what took place and any solutions he/she has agreed with you.
  5. If you do not want a meeting or it is not possible, Sarah Reeve-Daly – the Owner will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the KBSA in writing at: The Association Secretary
    Kitchen Bathroom & Bedroom Specialists Association Unit L4A, Mill 3
    Pleasley Vale Business Park Mansfield
    Nottinghamshire NG19 8RL