Complaints Policy

At Felgains, we are committed to providing high-quality products and services. We understand that sometimes things can go wrong, and we take all complaints seriously.

The business 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, please inspect our work as soon as possible after its completion to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact Felgains straight away with any concerns either by phone, email or write to us. If writing, please get proof of posting.

This policy outlines our process for handling complaints, ensuring a fair and timely resolution.

Our Commitment to You:

We aim to make it easy for you to raise a complaint.
We will treat all complaints with respect and confidentiality.
We will investigate your complaint thoroughly and impartially.
We will keep you informed of the progress of your complaint.
We will aim to resolve your complaint quickly and effectively.
We will learn from your feedback to improve our products and services.

How to Make a Complaint:

You can make a complaint in the following ways:

By Phone: Call us on 01473 741144 during our business hours: 8am-4:45pm.
By Email: Email us at [email protected]
In Writing: Write to us at: Felgains Ltd, 33 Knightsdale Road, IP1 4JJ
In Person: Visit us at Felgains, 33 Knightsdale Road, IP1 4JJ – during our business hours.

Information to Include in Your Complaint:

To help us investigate your complaint efficiently, please provide the following information:

Your name and contact details.
Your order number or account details (if applicable).
A clear and concise description of your complaint, including what happened and when.What you would like us to do to resolve the issue.
Any supporting documentation, such as photos or receipts.

Our Complaints Procedure:

Acknowledgement: We will acknowledge your complaint within 2 working days of receiving it. We will provide you with a unique complaint reference number.
Investigation: We will thoroughly investigate your complaint. This may involve contacting you for further information.
Response: We aim to provide a full response to your complaint within 10 working days. If the investigation takes longer, we will keep you updated on our progress and provide an estimated timeframe for resolution.
Resolution: We will work with you to find a fair and appropriate resolution to your complaint. This may include a refund, replacement, repair, or other appropriate action.
Escalation: If you are not satisfied with our initial response, you can escalate your complaint to Sam Webber, Managing Director. Please contact us within 7 days of receiving our initial response, explaining why you are still dissatisfied.

In the unlikely event that Felgains is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where Felgains 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.
Felgains 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.

Confidentiality:

All complaints will be treated with the utmost confidentiality. We will only share your information with those directly involved in investigating and resolving your complaint.

Monitoring and Review:

We regularly monitor and review our complaints procedure to ensure its effectiveness and identify areas for improvement.

Contact Us:

If you have any questions about our complaints policy, please contact us using the details provided above.

Date: 17 April 2025