Complaints Procedure

If you have a complaint we want to know as soon as possible to help us put things right
promptly. Just contact our Customer Services Team with your details and a description of
your problem.

We are here for you Monday to Friday from 9.00am-5.30pm.

Email us:
Write to us:
sales@advancejoinery.co.uk
Advance Joinery Group (AJL, AWS, ABP)
Customer Services 01981 241071
Head Office The Old Brickyard, Pontrilas, Herefordshire HR2 0DJ

However you contact us, we will:

  • Assign a regional contact who will be responsible for investigating and send you their
    contact details.
  • Do everything we can to resolve the issues raised as quickly as possible
  • Endeavour to return phone calls and emails within 5 working days
  • Do what we can to visit your home within 14 days, where a visit is required
  • Keep you regularly informed of progress throughout
  • Provide a final response within eight weeks or explain why this isn’t possible

We work to meet all of the expected standards of ‘The Consumer Rights Act 2015’

The Consumer Rights Act sets out your rights when you’re buying products, services and digital content.

Product quality – what should you expect?

As with the Sale of Goods Act, under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described.

The rules also include digital content in this definition. So all products – whether physical or digital – must meet the following standards:

  • Fit for purpose  The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods.
  • As described  The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.
  • Satisfactory quality  Goods shouldn’t be faulty or damaged when you receive them. You should ask what a reasonable person would consider satisfactory for the goods in question. For example, bargain-bucket products won’t be held to as high standards as luxury goods.

One aspect of a product being of satisfactory quality is durability, in other words how long it lasts.

Durability takes into account many different factors like product type, brand reputation, price point and how it is advertised. For example you’re unlikely to be able to claim a cheap kettle that’s stopped working after four years isn’t durable. Whereas a more premium and expensive kettle that’s been well looked after and has stopped working after 14 months could be considered to not be durable, and therefore not of satisfactory quality.

Where your complaint relates to a financial services matter it will be forwarded to our
compliance department. Please see overleaf for full details.

All financial services complaints will be investigated and overseen by our Compliance
Department.

The Compliance Department will:

  • Acknowledge your complaint.
  • Tell you who is investigating the matters raised and provide you with their address and
    telephone number.
  • Carry out a thorough and impartial investigation.
  • Do everything we can to resolve things as quickly as possible.
  • Provide a written response within 8 weeks of receiving your complaint, informing you
    of the results of our investigation or explain why this isn’t possible.

If you are not satisfied with the outcome of our investigation you may be entitled to refer
your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service
The Financial Ombudsman Service exists to help resolve certain complaints when we
have not been able to resolve your complaint to your satisfaction. The scheme is entirely
free to use.You should contact the Financial Ombudsman Service within 6 months from the date of
our written response. They will also look into your complaint if we have not provided you
with a written response within 8 weeks of receiving your complaint.

You can contact the Financial Ombudsman Service:

In writing: The Financial Ombudsman Service The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
By telephone: 08000234567
By email:
complaint.info@financial-ombudsman.org.uk
Website:
www.financial-ombudsman.org.uk