COMPLAINTS PROCEDURE

At TP Improvements Limited we strive to provide a first class service to all our customers. However, there may be an occasion when you are not happy with the service received. If you do have any queries, suggestions or complaints please follow the procedure below.

1. In the first instance please speak to a member of staff who will try to rectify the situation directly, or will put you in touch with someone who can help. We can be contacted at:

TP Improvements Limited, Unit 16, Mole Business Park, Leatherhead, Surrey, KT22 7BA
Tel: 01372 203040
Email: info@tpimprovements.co.uk

2. If you send your complaint by email or post we will aim to send an initial acknowledgement on receipt of complaint within 3 working days and a full response to complaints within 10 working days on receipt of complaint. If we cannot respond fully within 10 working days we will keep you informed on the progress of our investigation.

3. We will always endeavour to try and correct any problem in the first instance, but if you are not satisfied with the way your complaint is handled and wish to take the matter further you can contact our Competent Person Scheme, CERTASS. However, please contact TP Improvements Limited initially.

If you are still dissatisfied having followed all the stages of our internal complaints procedure you may apply to CERTASS for an independent investigation of your complaint. Their contact details are:

By Post: Certass Limited, PO Box 26332, Ayr KA7 9BJ
Telephone: 01292 292095
Email: info@certass.co.uk