Terms & Conditions

Complaints Procedure & Complaints Handling Policy – Swain Bros Ltd

We are committed to providing a high-quality service to all our clients. If something goes wrong, we need you to tell us about it.This will help us to improve our standards.

If you have a complaint, please contact us with the details by phone, email or letter.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.We will then investigate your complaint. We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter. Within three days of the meeting, we will write to you to confirm what took place and any solutions agreed with you.

If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traderspartnership/