Complaints policy
We make every effort to avoid anybody feeling they have cause to make a complaint. In the unlikely event of dissatisfaction with any aspect of the service received on behalf of FM BUILDING Ltd., this complaints procedure may be followed to try and achieve an amicable outcome.
Informal Procedure
1. Notification.
If the complaint is in regard to the quality of workmanship or supplied goods, then a claim can be made in writing via our ''Contact" page and we will make every effort to put it right quickly and to your satisfaction.
2. Logging and investigation.
Upon receiving the complaint, it will be placed in the complaints file and an acknowledgement response will be sent to you in writing. An investigation will be performed within one week with a site visit if necessary.
3. Closure.
If the complaint is deemed to be justified, then remedial action or compensation along with timescales for resolution will be agreed in writing between all parties and signed off. Once the agreed remedial work or compensation has been completed, a letter will be sent to confirm the closure of the complaint and the complaints file will be updated accordingly.
If the complaint is deemed to be unjustified then a letter explaining the reasons for rejecting it will be sent and the complaints file updated to show the complaint has been closed.
Alternative Dispute Resolution
We always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure we 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 FM Building Ltd. aims to achieve. Please contact us straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
Business Complaint Procedure
On receipt of your complaint we aim 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 our informal complaints procedure, it may be necessary to use another complaint service. Where we 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. We have 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 0117 456 6031 who can explain if you are eligible to use their Alternative Dispute Resolution.