Complaints Policy

At Elevation Loft Conversions, our commitment to excellence extends to every aspect of our service, including how we handle complaints. We value our clients’ feedback and are dedicated to addressing any concerns or complaints promptly and professionally. This Complaints Policy outlines our procedures for handling complaints to ensure that your voice is heard and that we can continually improve our services.

Our Commitment

1. Transparency: We are committed to transparency in our complaint-handling process. We will acknowledge complaints, investigate them thoroughly, and provide clear and honest responses.

2. Fairness: We treat all complaints fairly and impartially. We will not discriminate against anyone who raises a complaint.

3. Prompt Resolution: We aim to resolve complaints as quickly as possible, ensuring that you receive a response in a timely manner.

How to Lodge a Complaint

To lodge a complaint with Elevation Loft Conversions, please follow these steps:

1. Contact Us: In the first instance, we encourage you to reach out to us directly by phone or email to inform us about your complaint. Please provide as much detail as possible, including your contact information, the nature of the complaint, and any relevant documentation.

2. Formal Complaint: If your initial contact does not result in a satisfactory resolution, you may submit a formal written complaint.

Complaint Handling Process

Upon receiving a complaint, we will follow these steps:

1. Acknowledgment: We will acknowledge receipt of your complaint.

2. Investigation: An impartial member of our team will conduct a thorough investigation into the complaint. We may request additional information from you during this process.

3. Resolution: We will work to resolve the complaint as quickly as possible. Our aim is to reach a fair and reasonable resolution that addresses your concerns.

4. Communication: Throughout the process, we will maintain open lines of communication with you, providing regular updates on the progress of the investigation and resolution.

5. Feedback: Once the complaint is resolved, we may seek your feedback on the handling of the complaint and the resolution provided.

Escalation

If you are not satisfied with the resolution provided, you may escalate the complaint to a higher level within our organization. We will provide you with information on how to do this during the complaints handling process.

External Assistance

If you remain dissatisfied after exhausting our internal complaints process, you may seek external assistance, such as contacting relevant industry bodies or authorities.

Confidentiality

All complaints will be treated with the utmost confidentiality, and your personal information will be handled in accordance with our privacy policy.

Elevation Loft Conversions is dedicated to continuous improvement, and we value feedback from our clients. We are committed to addressing any concerns or complaints in a fair and transparent manner. Your satisfaction is important to us, and we aim to resolve any issues to your complete satisfaction.

If you have any questions or wish to initiate a complaint, please contact us. We are here to assist you.