Complaints Procedure

COMPLAINTS PROCEDURE

Next Generation Home Improvements Limited

25 Butterley Hill -Ripley -Derbyshire -DE5 3LT  

Email: sales@nghomeimprovements.co.uk       

Customer Services: 0800 0839469 

Company Number: 07443691

Vat Registration Number: 997976709

Complaints Contact Details

Name: Daryl Brown – Director
Telephone: 0800 0839469
E-mail:   darylbrown1@sky.com

1. Introduction

We always aim to provide a high standard of care in all our services.

Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know.

2. Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

Next Generation Home Improvements Ltd assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

3. Who can complain?

Anyone affected by the way Next Generation Home Improvements Ltd can make a complaint.

A representative may complain for the affected person if they:

  • have died
  • cannot make a complaint themselves, or
  • have given consent for the representative to act on their behalf

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from the Financial Ombudsman Service to act as an advocate for you.

4. How you can make a complaint

You can complain:

  • in person
  • by telephone
  • through a member of our staff 
  • through an advocate or representative 
  • by letter 
  • by email

5. Anonymous complaints

We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details so we can tell you the outcome of our investigation.

6. How we handle complaints

Next Generation Home Improvements Ltd may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will write to you to acknowledge your complaint and provide you with information with to who is dealing with your compliant within 7 business working days.

We will keep you informed about the progress of the investigation throughout. We aim to have investigated your complaint within 15 business days unless we agree a different time scale with you

When we have finished investigating, we will write to you with a final response within 35 working days.

7. Time limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

8. Further steps

At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact the Directors at:

Next Generation Home Improvements Ltd

25 Butterley Hill, Ripley, Derbyshire, DE5 3LT

Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Citizens Advice consumer helpline: 03454 04 05 06 or your local trading standards office.

Or the FCA (financial Conduct Authority)

Call us on 0300 500 0597 from the UK or vist www.fca.org.uk

Open Monday to Friday, 9am-5pm, and Thursday 9.45am-5pm. 

Investigation

The complaints manager will establish the nature and scope of the complaint having due regards to the Financial Conduct Authority’s direction:

  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress
  • We may take up to 8-weeks to provide a response

Eligible Complainants

It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.

The Financial Conduct Authority complaints rules apply to complaints:

  • Made by, or on behalf of an eligible complainant.
  • Relating to regulated activity.
  • Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience.

Final response

This will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

The firm must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:

  • Explain that the complainant must refer the matter to the ombudsman within six months of the date of the final response letter or the right to use this service is lost
  • Indicate whether or not we consent to waive the relevant time limits.

Complaints Settled within 3 business days

Complaints that can be settled to the customer’s satisfaction within 3 business days can be recorded and communicated differently.

Where we consider a complaint to be resolved to the customer’s satisfaction under this section, the firm will promptly send a ‘Summary Resolution Communication’, being a written communication from them which:

  • refers to the fact that the customer has made a complaint and informs them that they now consider the complaint to have been resolved to the customers satisfaction.
  • The firm will tell the customer that if they subsequently decide that they are dissatisfied with the resolution of the complaint they may be able to refer the complaint back to the firm for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
  • Provide the website address of the Financial Ombudsman Service; and
  • Refer to the availability of further information on the website of the Financial Ombudsman Service.

In addition to sending you a Summary Resolution Communication, the firm may also use other methods to communicate the information where:

  • We consider that doing so may better meet the customer’s needs; or
  • They have already been using another method to communicate about the complaint. This may include recorded calls, emails or text messages

Closing a complaint

We will consider a complaint closed when we have made our final response to the customer. This does not prevent a customer from exercising any rights they may have to refer the matter to the Financial Ombudsman Service.

Financial Ombudsman Service

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman. 

How Long You Have to Complain to the Financial Ombudsman Service

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Contact Details for the Financial Ombudsman:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Tel:  0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email:  complaint.info@financial-ombudsman.org.uk

Website:  www.financial-ombudsman.org.uk

Please see the leaflet attached with information on how to contact the Financial Ombudsman Service.

Next Generation Home Improvements Limited is authorised and regulated by the Financial Conduct Authority FRN 813316.  We act as a credit broker and not a lender.  We offer finance from a panel of lenders.