Complaints Policy

We always endeavor to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction. As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.

Our Procedure Either call us on 01296 320 556

Or write to us at 21 Fairford Leys Way Aylesbury Buckinghamshire HP19 7FQ (please request proof of receipt if posting)

Or email us at sparks@paradigmelec.co.uk

We aim to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised

 

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.  

The business will arrange a convenient date to come and view and/or remedy the situation.

In the unlikely event the business is 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. 

Ombudsman Services/Alternative Dispute Resolution

If you choose to escalate your complaint: You can do so through one of the following:

The business is NICEIC registered.  NICEIC offers a Complaint Service for registered members.  Details of the complaints which can be escalated are available online at http://www.niceic.com/find-a-contractor or call them on 01582 539036.

The business has access to an Ombudsman 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 the Dispute Resolution Ombudsman.  Before the Dispute Resolution Ombudsman can deal with your complaint you will need to contact Which? Trusted Traders on 0117 456 6031 who can explain if you are eligible to use the Ombudsman’s services.

NICEIC Platinum Promise

The Platinum Promise provided by NICEIC for the business enables eligible customers to get work put right in the event the business is no longer registered or has ceased trading.

The Platinum Promise can be used if the business was registered with NICEIC at the time the installation was completed and the work was  fully completed within the last six years.  For further information go online to: https://www.niceic.com/find-a-contractor/platinum-promise