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Complaints Policy & Procedure

Haus Installations always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.

To ensure that we can put things right for you, 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 to the high standards the business aims to achieve.

Please contact us straight away with any concerns either by phone, email or write to us. If writing, get proof of posting. You can find more info here.

Business Complaint Procedure
On receipt of your complaint the business aims to respond within 5 days.
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 0117 456 6031 who can explain if you are eligible to use their Alternative Dispute Resolution.

If you have any queries, suggestions or complaints:

  1. In the first instance, if you wish to complain about our services, please speak to a member of staff 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 on any of the means identified at the top of this document.
  2. If you send your complaint by email or post, we will aim to send an initial acknowledgement of receipt of a complaint within 10 working days and complete response to complaints within 21 working days of receipt. If we cannot respond fully within 21 working days, we will keep you informed on the progress of our investigation.
  3. We will try to put things right the first time, but if you are not satisfied with the way your complaint is handled and wish to take the matter further see the next item.
  4. If you are still dissatisfied after having followed all the stages of our internal complaints procedure, you may apply to the Competent Person Scheme below with which we are a member. They will carry out an independent investigation of your complaint. Please write to the following address or use the telephone, fax or email details below;

Competent Person Scheme Details:

Certass Ltd
PO Box 26332
Ayr, KA7 9BJ
01292 292099
info@certass.co.uk

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