Complaints Policy
Bumfords always endeavours to provide the best service. However, on rare occasions, there may be times when a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact a member of our team straight away with any concerns either by phone, email or by writing to us.
Making It Right
Your views are important to us and if we do not deliver to the high standard of service you should expect, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the problem as quickly as possible.
How we handle complaints:
Step 1
Please contact us at your earliest convenience with the following information:
• Your full name, address and telephone number
• Details of any previous correspondence you’ve had with us
• Details of your problem or complaint
• We will try to give you an answer there and then, but if this is not possible, we will take full details from you and arrange for the problem to be investigated.
You can contact us in one of the following ways:
In writing: Unit 2D Shortwood Court, Shortwood Business Park, Hoyland, Barnsley, South Yorkshire, S74 9LH
Phone: 01226 749 300
By email: [email protected]
Step 2
We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within four weeks. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.
Step 3
We hope that you’ll never have to do this, but if you’re not happy with the way we’ve handled your complaint, or the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may have the right to refer your case to the Financial Ombudsman Service.
You can contact them in one of the following ways:
In writing: The Financial Ombudsman Service Exchange Tower London E14 9SR
By phone: 0800 023 4567
By email: [email protected]
Website: www.financial-ombudsman.org.uk
Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.
If you have bought your insurance online, you can also register your complaint with the Online Dispute Resolution website, which has been set up by the European Commission.
Business Complaint Procedure
Upon receipt of your complaint, the business aims to respond within 5 days.
We will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event, we are unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.