Home improvement agencies do all they can to ensure you receive a good service from them. However, very occasionally, things may go wrong and as a result you may be dissatisfied.
We would expect the agency to do all it can to resolve the problems at an early stage, so it is important to let the agency know as soon as possible if you have any concerns about the service you are receiving.
If you have a complaint, you should first contact the person you have been dealing with at the home improvement agency or, if you do not want to do that, contact the manager of the home improvement agency direct.
All home improvement agencies have a proper complaints procedure that they will be happy to explain to you.
You can only ask Foundations to investigate your complaint once you have been through all the stages of the complaints procedure set out by your home improvement agency.
If you have been through every stage of the home improvement agency's complaints procedure and your complaint has not been resolved to your satisfaction, you can ask Foundations for assistance. Although we are not formally responsible for the actions of individual home improvement agencies and do not have an enforcement role, we are able to take an independent and impartial view of your complaint.
We intend to bring the complaints we look into to a satisfactory conclusion, so before we look into your complaint we will ask you and the home improvement agency to agree that you will accept our recommendation as final. However, you do not have to agree to this (for example, if you wish to keep the option of pursuing the matter through the courts). If we need to commission a technical report, we would expect the home improvement agency to pay for this.
If the staff of the home improvement agency concerned are employed by your local authority, you may also be able to take your compliant to the Local Government Ombudsman. Again, you can only do this if you have given the local authority every opportunity to put things right.
Please address your complaint to:
The Director,
Foundations
Bleaklow House
Howard Town Mill
Glossop
SK13 8HT
Email: foundations@cel.co.uk
Phone: 08458 645210
