Complaints Procedure
- In the first instance, if you wish to complain about our services, please speak to one of your usual contacts at Spectrum who will try to sort things out for you directly, or will put you in touch with someone who can help.
You can contact us at:
Spectrum Architectural Glazing LimitedUnit 7 Springfield Industrial Estate
Newport, Shropshire
TF10 7NB
01952 814116
complaints@spectrumarchitectural.com - If you send your complaint by email or post, we will aim to send an initial acknowledgement of receipt of a complaint within 5 working days and a full response to complaints within 15 working days of receipt. If we cannot respond fully within 15 working days, we will keep you informed on the progress of our investigation.
- If you are not satisfied with the results of our investigation into your complaint you can write to the Managing Director, Lone Otte, at the above address and request that the matter be reviewed. You need to do this within 28 calendar days of getting our response to your complaint, stating the grounds for the appeal i.e. why you feel we were wrong.
- We will try to put things right the first time, but if you have followed the above procedure and are still not satisfied with the way your complaint is handled, you can take the matter further by contacting our Competent Person Scheme, Certass. However please contact us as detailed above in the first instance.
- 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. Please write to the following address or use the telephone, fax or email details below.
Certass Ltd
37 Carrick Street, Ayr, KA7 1NS
info@certass.co.uk
01292 292 099