Complaints Procedure
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to ensure our customers receive the best products and services possible. However, sometimes we may not get things right the first time.
We would like you to tell us what went wrong so we can put matters right.
How and where to complain
If your complaint relates to the finance linked to your purchase, please contact your credit provider. If you have an issue with the product purchased, we will endeavour to assist you.
You can tell us about your complaint in the following ways:
In writing – write to us at the following address:
Complaints Department, A&S Home Design, 21 Donaldson Crescent, Kirkintilloch, Glasgow G66 1XF
By telephone – call us on 0141 230 4318 during our office hours and ask for the Complaints Department. Our normal office hours, for complaints, are Monday – Thursday 10am – 5pm, Friday – Saturday 10am – 4pm. We are closed on a Sunday and bank holidays.
By email – info@as-homedesign.co.uk.
What to expect
We aim to resolve your complaint straightaway but if we can’t, we will keep you informed on a regular basis. If you need an update, please call us on 0141 230 4318 and ask to speak to the person handling your complaint.
If we are unable to resolve your complaint straight away we will confirm receipt of your complaint within 5 working days.
Your complaint will be investigated by a complaints handler and if we are unable to resolve your complaint within 4 weeks we will write to you explaining where we are with the complaint and that we require further time to investigate it.
Once the complaint has been investigated we will contact you to discuss our findings.
When we reply to your complaint, if you consider our response doesn’t fully address your concern, please let the complaint handler know so we can see if there is anything further we can do. If at any time during the 8 week process you have any information which you would like to pass to us, please do not hesitate to contact us.
If we cannot reach an agreement
Our aim is to resolve all complaints. If we are unable to resolve your issue you can contact the finance broker First Call Group Limited to discuss your complaint. They can be contacted on 0191 249 8188 option 3 or by clicking Register an issue. This link will take you to their website where you can log your details and they will contact you to discuss.
If eight weeks have passed since you registered your complaint and/or you have received our final response letter and you are dissatisfied with the outcome. You can refer your complaint to the Financial Ombudsman Service (FOS).
Please note: Only complaints relating to the sale of financial services should be referred to FOS.
The Financial Ombudsman Service can be contacted in writing at the following address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line)
0300 123 9123 (cheaper for those calling using a mobile)
+44 20 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website
at www.financial-ombudsman.org.uk