Complaints Procedure

Sunshine Home Improvements Ltd is dedicated to delivering a high-quality service to our customers and partners. We are committed to operating transparently and responsibly to build trust and respect with all stakeholders. We value feedback as it helps us improve, and we aim to respond to any complaints quickly and efficiently, resolving issues wherever possible.

Definitions

At Sunshine, we recognise that customer dissatisfaction can take different forms:

• Complaint: Dissatisfaction with how a product was sold or described.
• Claim: Dissatisfaction with the product itself or its installation.

Our Approach

We strive to ensure that:

• Making a complaint or claim is straightforward.
• Every complaint or claim is treated as a request for an immediate response.
• Each issue is handled promptly, politely, and confidentially where appropriate.
• We respond with an explanation, an apology if necessary, or information on any actions taken.
• We use feedback to continually improve our service, reviewing our complaints policy and procedures annually.

Informal Concerns

We acknowledge that many concerns can be resolved informally. Our goals are to:

• Address informal concerns promptly via social media or telephone.
• Keep matters low-key when possible.

If a concern cannot be resolved informally, we follow a formal complaints procedure.

Formal Complaints Procedure

Sunshine Home Improvements Ltd defines a complaint or claim as “any expression of dissatisfaction with Sunshine, a member of staff, or a business partner that requires a formal response.”

Our formal complaints procedure ensures that all complaints are handled fairly, consistently, and, where possible, resolved to the complainant’s satisfaction.

Responsibilities of Sunshine Home Improvements Ltd

We will:

• Acknowledge formal complaints promptly (by phone or in writing, including email).
• Respond within 14 to 28 days working days.
• Address complaints reasonably and sensitively.
• Take action as appropriate.

Responsibilities of Complainants

Complainants are asked to:

• Raise their complaint in writing within eight weeks of the issue.
• Address concerns directly with the relevant staff member.
• Clearly explain the issue and any actions taken so far.
• Allow us a reasonable time to resolve the matter.
• Recognise that certain circumstances may be beyond our control.

Confidentiality

We aim to maintain confidentiality for both the complainant and Sunshine wherever possible. However, some situations may require disclosure to fully address the issue, which will be communicated to the complainant if necessary.

Monitoring and Reporting

We produce an anonymised report annually, summarising complaints received and resolutions.

Formal Complaints Procedure

Stage 1

If informal resolution is not possible, please write or email the staff member you dealt with or their manager, outlining your complaint, its impact on you, and your desired resolution.

Response Time: Complaints will be acknowledged within 5 working days, with a full response provided within 28 working days.
Contact Us: Call us at 01792 812706, email us at enquiries@sunshine-home-improvements.co.uk, or write to:

Sunshine Home Improvements Ltd

28 Queen Street

Neath

SA11 1DL

Final Stage

Financial Ombudsman Service

For issues related to debt advice or credit record concerns, if you are unsatisfied with our final response or if eight weeks have passed, you may contact the Financial Ombudsman Service.

Contact Details

Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Phone: 0800 0 234 567 (free for most people ringing from a fixed line) or 0300 123 9 123 (cheaper for those calling using a mobile)

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

Website: www.financial-ombudsman.org.uk