Complaints Policy

Scope and Definitions: Façade Creations Ltd (registered in England and Wales under the Companies Act 2006) takes all customer complaints seriously. A complaint is any formal expression of dissatisfaction about our goods or services (for example, bespoke façade design, manufacturing or installation) made by a person directly affected. We define “consumer” as an individual acting outside their trade or business, who purchases our products or services for personal use. This policy is intended for UK-based consumers; business-to-business disputes follow separate commercial contract rules and are not covered here.

Statutory Consumer Rights and Remedies

Under UK consumer law (notably the Consumer Rights Act 2015), our customers have clear rights. For goods (including fabricated façade components) these include that the goods must be of satisfactory quality, fit for the intended purpose, and as described. For services (such as installation or design work), the service must be provided with reasonable care and skill, within a reasonable time, and for a reasonable charge (if no fixed price was agreed). Façade Creations acknowledges these rights and will not seek to contract out of them.

If a consumer’s statutory rights are breached, the consumer is entitled to certain remedies. For goods, the consumer has a short-term right to reject faulty goods (generally within 30 days of delivery) for a full refund. Alternatively, the consumer can require us to repair or replace the goods at no extra cost, within a reasonable time and without significant inconvenience. If such repair/replacement is not possible, unsuccessful or unduly delayed, the consumer may instead claim a price reduction or final right to reject. When returning goods or accepting a price reduction, the consumer may keep the goods or return them for a refund, as applicable.

For services, the primary remedies are repeat performance or a price reduction. If a service is not delivered with reasonable skill or in a reasonable time, the consumer can ask us to carry out the service again properly (at no cost, within a reasonable time). If repeat performance is impossible or excessively delayed, the consumer may claim a price reduction to reflect any shortfall in service. Façade Creations will offer these statutory remedies when due.

These statutory rights exist alongside our own internal remedies (for example, remedial work or goodwill gestures) and do not limit a consumer’s entitlement to take formal action (see External Resolution Options below).

How to Lodge a Complaint

Customers may make a complaint in writing (email or post) or by telephone. Please provide details of the contract, goods or services in question, and explain the issue. If using email or letter, please include “Complaint” in the subject line or heading. Complaints should be directed to our Customer Complaints Department: via email at complaints@facadecreations.co.uk, by post to Façade Creations Ltd, Complaints Officer, [Company Address], or by calling [Telephone Number]. We will confirm receipt promptly and explain our process. Special arrangements (such as providing documents in large print, Braille or another language) are available on request for customers with disabilities or other needs.

Complaints Process Overview

Façade Creations operates a clear, multi-stage complaints process. Stage 1 is a frontline investigation by our designated Complaint Handler. We will acknowledge receipt of your complaint within a few business days and aim to provide a substantive response within 20 working days. If the matter is straightforward, a full resolution may be provided sooner.

Stage 2 is a more detailed investigation by senior management or an independent team if needed. For example, complex complaints (involving technical aspects or third parties) will be escalated to a manager for review. In this stage we may need to consult the staff involved in the work and any relevant suppliers. If a full response cannot be given within the initial 20-working-day target, we will update you on progress and agree a revised timeframe. Our final reply will clearly state our findings, whether the complaint is upheld (in whole or in part), any remedial actions being taken (for example, repair, replacement, refund or corrective work), and how to escalate further if you remain dissatisfied.

Stage 3 is an internal review by senior leadership. If you are not satisfied with the outcome at Stage 1 or 2, you may request a review by our Senior Complaints Reviewer or a director. This independent reviewer will reconsider the complaint and respond in writing, typically within another 20 working days. This is the final internal stage of our process. We take all complaints seriously and will ensure that complaint-handling staff act impartially and without discrimination (no complainant will be treated less favourably because of age, disability, race, gender, religion, sexual orientation or any other protected characteristic). Throughout all stages, we will keep you informed in plain language, make records of all communications, and handle your personal data in confidence.

Roles and Responsibilities

The Complaint Handler is the person formally appointed to manage each complaint (for example, our Customer Service Manager). This person will log your complaint, acknowledge it, and oversee the investigation steps. If a complaint is escalated, senior managers (such as the Operations Director or Managing Director) will take over. Our Board (or equivalent senior governance) has oversight of the complaints process and ensures compliance with law and policy. All Façade Creations staff are trained to direct consumers to the complaints procedure. We maintain a complaints register to record each complaint, the action taken, and its outcome.

Escalation and Appeal Rights

If you disagree with our response, you may escalate within Façade Creations as outlined above (Stage 3). Once we have issued our final response letter stating we are unable to settle the complaint internally (often called a ‘deadlock’ letter), your case will have reached deadlock. At that point, you will receive a letter or email confirming the conclusion of our internal process, together with details of your options under UK law.

External Dispute Resolution Options

If a complaint cannot be resolved internally to your satisfaction, you have several UK avenues for further action:

Trading Standards (via Citizens Advice): Consumers in England and Wales may contact the Citizens Advice consumer service (which relays complaints to local Trading Standards). In Scotland, consumers can contact Advice Direct Scotland. Trading Standards can advise and, if appropriate, investigate breaches of consumer law.
Alternative Dispute Resolution (ADR): Under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 (as amended), we are required to give you the name and website of an approved ADR provider once your complaint is at deadlock. In our deadlock letter we will inform you which ADR scheme we have selected (if any) and whether Façade Creations agrees to participate. The ADR scheme is an independent third-party service (e.g. a recognised Ombudsman or mediator) that can review the complaint without going to court. Using an approved ADR service is usually free of charge to the consumer, and if you later take a court action the court may take the ADR outcome into account. We are not obliged to use ADR, but if you wish to pursue it, we will cooperate fully. A list of approved ADR providers is available on the UK Government or Trading Standards websites. (ADR was formerly known as the EU Online Dispute Resolution, but we exclude international or EU-only processes, focusing only on UK schemes.)
Small Claims Court: As a last resort, you may pursue a claim in the County Court (Small Claims Track). We recommend seeking legal advice or Citizens Advice before doing so. Under UK law you generally have up to 6 years to bring a breach-of-contract claim (subject to statutory limitation periods).
Ombudsman Schemes: If we are a member of a specific ombudsman scheme (e.g. for construction or consumer credit), those channels may also be available. We will note any such membership in our communications if relevant.

We will not retaliate or charge a fee if you use these external routes. In fact, failing to provide the required ADR information could result in enforcement action by Trading Standards.

Timeframes and Communication Standards

We aim to handle complaints promptly and fairly. In general:

Acknowledgement: We will acknowledge your complaint in writing (email or letter) within 5 working days of receipt.
Investigation: We will investigate thoroughly and seek to resolve within 20 working days of acknowledgment, whenever possible.
Updates: If the investigation will take longer (for example due to complexity), we will inform you as soon as possible, giving reasons and a new expected completion date. We will keep you updated regularly.
Final Response: Our written final decision will set out the outcome, the reasons for it, any actions we will take, and your rights (including contacting ADR or court).

In all communications we will be clear and polite. You may request information in different formats (e.g. large print, audio, Braille, or other languages) and we will accommodate these requests as a reasonable adjustment under the Equality Act 2010. We will also consider any special needs or vulnerabilities (such as mental health issues or learning disabilities) and provide extra support (more time, an advocate or family member present, etc.) where appropriate. Complaints will be handled confidentially; information will only be shared on a need-to-know basis with staff directly involved in resolving your complaint.

Record-Keeping and Data Protection

Façade Creations will keep a record of every complaint and related correspondence. As a private company, we comply with the Companies Act 2006 requirement to maintain company records. We will treat complaint records as part of our business records: for example, accounting and contract records generally must be kept for at least 3 years. We will also comply with UK data protection law (UK GDPR/Data Protection Act 2018) when handling your personal data. All personal information in the complaint will be processed lawfully and only for the purpose of investigation and resolution. We will store complaint files securely and delete or anonymise them once the complaint is finally closed and any legal retention period has elapsed.

By law, you have the right to request a copy of personal data we hold about you. Any such subject access request will be handled under our Data Protection policy. Apart from lawful exemptions, you have the right to complain to the Information Commissioner’s Office if you believe we have misused your data.

Review and Publication

This Complaints Policy is published on our website (in the “Our Policies” section) and is available to all customers. It will be reviewed regularly in light of legal changes and business needs. The latest update date is shown on this page.

Contact Us

If you have any questions or concerns about this policy, please contact us.

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