{"id":39036,"date":"2023-03-08T11:34:52","date_gmt":"2023-03-08T11:34:52","guid":{"rendered":"https:\/\/thegaragedoorcompany.ltd.uk\/?page_id=39036"},"modified":"2025-03-04T13:31:25","modified_gmt":"2025-03-04T13:31:25","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/thegaragedoorcompany.ltd.uk\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"39036\" class=\"elementor elementor-39036\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-31e73aae elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"31e73aae\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-39cff178\" data-id=\"39cff178\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3bf0788e awrap elementor-widget elementor-widget-text-editor\" data-id=\"3bf0788e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Complaints Procedure<\/h2>\nIf you&#8217;re not completely happy with our service we&#8217;d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.\n\n<strong>We want to:<\/strong>\n<ul>\n \t<li>Make it easy for you to tell us what went wrong<\/li>\n \t<li>Give your complaint the attention it deserves<\/li>\n \t<li>Resolve your complaint fairly and without delay<\/li>\n \t<li>Make sure you are satisfied with how your complaint was handled<\/li>\n<\/ul>\n<h2>How and where to complain<\/h2>\nIf you are not satisfied with any aspect of our product\/service you can tell us about your complaint in the following ways:\n<ul>\n \t<li>In person<\/li>\n \t<li>In writing: 125 Matilda St, Sheffield City Centre, Sheffield, S1 4QG (please address your letter to The Complaints Manager)<\/li>\n \t<li>By Telephone: <strong><a href=\"tel:08005593751\">0800 559 3751<\/a><\/strong><\/li>\n \t<li>By email: <strong><a href=\"mailto:info@thegaragedoorcompany\">info@thegaragedoorcompany.ltd.uk<\/a><\/strong><\/li>\n<\/ul>\n<h2>How long will it take?<\/h2>\nWe will aim to resolve your complaint straight away but if we can&#8217;t we will write to you within 5 business days to tell you:\n<ul>\n \t<li>Why we have not resolved your complaint<\/li>\n \t<li>Who is dealing with your complaint<\/li>\n \t<li>When we will contact you again<\/li>\n<\/ul>\n<span style=\"font-weight: 400;\">If a customer raises a complaint which we believe both our business and a 3rd party (such as a lender) are responsible for, we will:<\/span>\n<ul>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Write to you within 5 days and explain which parts of the complaints our business is responsible for and which parts the 3rd party is responsible for.<\/span><\/li>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Provide the name and contact details of the 3rd party business.<\/span><\/li>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Refer the relevant parts of the complaint to the 3rd party within 5 days by getting in touch with them; and<\/span><\/li>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Handle the parts of the complaint which we are responsible for as per our BAU process.<\/span><\/li>\n<\/ul>\n<span style=\"font-weight: 400;\">If a customer raises a complaint which we believe relates to their finance agreement and the lender is responsible, we will:<\/span>\n<ul>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Write to you within 5 days and explain to why the complaints has been handed off to the 3rd party.<\/span><\/li>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Provide the name and contact details of the 3rd party business.<\/span><\/li>\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Refer the relevant parts of the complaint to the 3rd party within 5 days by getting in touch with the lender however the following timescales\/escalations to FOS will still apply.<\/span><\/li>\n<\/ul>\nWe will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.\n<h2>If we cannot reach agreement with you<\/h2>\nIf we can&#8217;t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:\n<ul>\n \t<li>Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision<\/li>\n<\/ul>\nOR\n<ul>\n \t<li>Issue our final decision letter which will explain our final position<\/li>\n<\/ul>\nOur aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ea3635 elementor-widget elementor-widget-image\" data-id=\"9ea3635\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"237\" height=\"113\" src=\"https:\/\/thegaragedoorcompany.ltd.uk\/wp-content\/uploads\/2023\/03\/financial-ombudsman-service-complaints-procedure-the-garage-door-company.png\" class=\"attachment-full size-full wp-image-39051\" alt=\"Financial Ombudsman Services\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62a3a39 awrap elementor-widget elementor-widget-text-editor\" data-id=\"62a3a39\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>Financial Ombudsman Service<\/h2><p>If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.<\/p><p><strong>Financial Ombudsman Service<\/strong><br \/><strong>Exchange Tower<\/strong><br \/><strong>London<\/strong><br \/><strong>E14 9SR<\/strong><br \/>Telephone: <strong><a href=\"tel:08000234567\">0800 0234567<\/a><\/strong><br \/>Email: <strong><a href=\"mailto:complaint.info@financial-ombudsman.org.uk\">complaint.info@financial-ombudsman.org.uk<\/a><\/strong><\/p><p>Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk<\/p><h2>Alternative Dispute Resolution (ADR) Service<\/h2><p data-start=\"177\" data-end=\"378\">As part of our membership with <strong data-start=\"208\" data-end=\"234\">Which? Trusted Traders<\/strong>, we offer access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair, and maintenance contracts.\u00a0<span style=\"font-style: inherit; font-weight: inherit; color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif;\">If you wish to resolve your complaint through this service, you can refer your complaint to <\/span><strong style=\"font-style: inherit; color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif;\" data-start=\"472\" data-end=\"498\">Which? Trusted Traders<\/strong><span style=\"font-style: inherit; font-weight: inherit; color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif;\">. To determine your eligibility for their ADR, please contact them at:<\/span><\/p><p data-start=\"570\" data-end=\"637\"><strong data-start=\"570\" data-end=\"608\">Which? Trusted Traders ADR Contact<\/strong><br data-start=\"608\" data-end=\"611\" \/>Phone: <strong data-start=\"618\" data-end=\"635\">02922 670 040<\/strong><\/p><p data-start=\"639\" data-end=\"711\">They will explain the next steps and help guide you through the process.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaints Procedure If you&#8217;re not completely happy with our service we&#8217;d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time. We want to: [&hellip;]<\/p>\n","protected":false},"author":33,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-39036","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/thegaragedoorcompany.ltd.uk\/wp-json\/wp\/v2\/pages\/39036","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/thegaragedoorcompany.ltd.uk\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/thegaragedoorcompany.ltd.uk\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/thegaragedoorcompany.ltd.uk\/wp-json\/wp\/v2\/users\/33"}],"replies":[{"embeddable":true,"href":"https:\/\/thegaragedoorcompany.ltd.uk\/wp-json\/wp\/v2\/comments?post=39036"}],"version-history":[{"count":35,"href":"https:\/\/thegaragedoorcompany.ltd.uk\/wp-json\/wp\/v2\/pages\/39036\/revisions"}],"predecessor-version":[{"id":62410,"href":"https:\/\/thegaragedoorcompany.ltd.uk\/wp-json\/wp\/v2\/pages\/39036\/revisions\/62410"}],"wp:attachment":[{"href":"https:\/\/thegaragedoorcompany.ltd.uk\/wp-json\/wp\/v2\/media?parent=39036"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}