Complaints procedure

We strive to provide a first-class service to all our customers. However, there may be an occasion when
you are not happy with the service that you have received.

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 a full 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 having followed all the stages of our internal complaints procedure,
    you may apply to the Competent Person Scheme below with who we are a member. They will
    carry out an independent investigation of your complaint. Please write to the following address
    or use the telephone or email details below;

The Eco Roof and Wall Company Ltd,
The Taylor's Transport Building
Glaisdale Drive East,
0115 8387 559