Tony Mottram Bathrooms 


Complaints Policy 


1, Policy statement 

We are committed to providing exceptional bathroom design, installation and renovation services. We value feedback from our customers and view complaints as an opportunity to improve services. This policy outlines our formal process for handling complaints in compliance with UK legal requirements. 


2.Scope 

The policy relates to all complaints received regarding: 


  • Quality of workmanship 
  • Service delivery 
  • Staff conduct 
  • Pricing and billing 
  • Health and safety concerns 
  • Any other aspect of business operations 


3.Definitions 

A complaint is any expression of dissatisfaction about our service. Whether justified or not, that requires formal response. 


4. Complaints Procedure 


4.1 How to make a complaint 

Complaints can be made in writing to Tony Mottram Bathrooms,34 Nant y Coed, Llandudno Junction, LL31 9TZ. 


4.2 Information required 

When making a complaint, please provide: 


  • Your contact details 
  • Date and nature of the issue 
  • Details of any previous attempts to resolve the matter 
  • What outcome you are seeking 
  • Any supporting documentation 


4.3 Acknowledgment 

  • All complaints will be acknowledged within 2 working days of receipt 
  • We will provide a unique reference number 
  • We will confirm our understanding of the complaint 
  • We will outline the next steps and expected outline 


4.4 Investigation 

  • Initial investigation will commence within 3 working days 
  • Complex situations may require up to 28 days for full investigation 
  • We will keep you informed of progress every 7 days 
  • All relevant evidence will be reviewed impartially 


4.5 Resolution 

We will provide a written response within 28 days including: 

  • Summary of the complaint 
  • Findings of our investigation 
  • Any remedial action offered 
  • ● Your right to escalate if unsatisfied 


5. Escalation process 

If you remain unsatisfied with our response: 


5.1 Internal Escalation 

  • Request a review to be completed within 14 days 
  • Final written response provided within 28 days 


5.2 External options 

  • Trading standards- for consumer protection issues 
  • Citizen’s advice - for consumer guidance 
  • Small claims court - for unresolved financial disputes 
  • Alternative Dispute resolution: Approved ADR schemes where applicable 


6. Record keeping 

We maintain comprehensive records including: 

  • Complaint details and correspondence 
  • Investigation findings and evidence 
  • Actions taken and outcomes 
  • Response timeframes 
  • Learning points and improvements 


Records are retained for 6 years in compliance with legal requirements. 

7. No detriment policy 

Making a complaint will not effect 

  • Current or future service provision 
  • Your rights as a customer 
  • Our professional relationship 


8. Data protection 

All personal data collected during the complaints process is handled in accordance with UK GDPR and our privacy policy. Information is used solely for complaint resolution and service improvement purposes. 


9.Policy review 

This policy is reviewed annually or following significant complaints to ensure continued compliance with legal requirements and best practices.

 

Last review May 2025