Complaints Policy & Procedure
For people who want more out of life
We are committed to providing a high standard of service to you and all of our customers and we want you to be entirely satisfied with the service you receive from us.
Informing us when you are unhappy with the service you’ve experienced gives us the opportunity to put matters right for you and to improve our service in the future for all our customers. We aim to acknowledge each step of a complaint within 1 working day of receiving it (or 5 working days if no email or telephone number is provided). We will investigate and aim to come back to you with a resolution within 7 working days at every stage.
While we strive to deliver 100% satisfaction, occasionally there can still be times where we unintentionally fall short. We will always try our hardest to resolve any situation where you are not completely satisfied.
Complaints Policy
The business always endeavours to provide the best service for every customer. However, on rare occasions, there may be times where a customer may not be completely satisfied. To ensure the business is able to put things right as soon as possible, please read our complaints procedure below. The business will then be able to 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 based on the contract terms and the high standards the business aims to achieve.
In the unlikely event there is anything you are not completely satisfied with, please contact the business so the problems can be rectified as soon as possible.
Complaints procedure
Step 1
Our experienced customer service staff are best placed to deal with any issue regarding your stairlift or lift and will work closely with you to resolve it. You can share your concerns with them by telephone, email or by letter*.
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.
Where the business is unable to resolve your complaint using the business complaints procedure, as a Which? Trusted Trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that the business cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 456 6031.
Phone – 0800 0996568
Email – enquiries@paramountstairlifts.co.uk
Address
Paramount Stairlifts
1st Floor East Suite
Waterfront
Salts Mill Road
Bradford
BD17 7TD
We hope that you will not need to progress beyond step one. However, we wish to give you every opportunity to present your case where you remain dissatisfied.
Step 2
In the unlikely event that your complaint has not been resolved by our customer service staff, please email the managing director Scott Everard scott@paramountstairlifts.co.uk
Step 3
In the rare event of us still not being able to help you we will advise of impartial services available.
We promise that we’ll always do our best to help you, but sometimes some issues are beyond our control. But we do value your feedback, which is taken into consideration when we review our products and services.
We’ll do our best to help you now and in the future.
*please request proof of receipt if posting
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0800 0996568
