Complaints Policy

We take customer satisfaction seriously and aim to deal with complaints fairly, promptly and professionally. This complaints policy explains what you should do if you have a concern about our work and how we will respond.

Please inspect the work

As soon as possible after the completion of the works, please inspect the work to ensure that everything has been carried out in line with the agreed contract terms and to the high standards we aim to achieve.

If you have any concerns, please contact us straight away by phone, email or in writing. If you write to us by post, we recommend that you obtain proof of posting.

How to make a complaint

Our complaints procedure

1. We will acknowledge your complaint.
   On receipt of your complaint, we aim to respond within 5 days.
2. We will review the details.
   We will look carefully at the information you provide and may contact you for further details if needed.
3. We may arrange an inspection.
   Where appropriate, we will arrange a convenient date to visit, inspect and/or remedy the situation within 28 days.
4. We will aim to resolve the matter.
   Our aim is to resolve complaints fairly and as quickly as reasonably possible, taking into account the nature of the issue and any agreed contract terms.

If we cannot resolve your complaint

In the unlikely event that we are unable to resolve your complaint after our own complaints procedure has been exhausted, it may be necessary to use another complaint service.

Where we cannot resolve the complaint to your satisfaction and/or agree to the final resolution requested, and both parties agree that a “deadlock” has been reached, you may then be able to escalate your complaint.

Alternative Dispute Resolution

This complaints policy applies to work carried out by TNG Services Ltd. We may update this policy from time to time to reflect changes in our business processes, legal requirements or scheme membership requirements.