Complaints Procedure
If you are not entirely happy with your Breeze House or our service, we would like to hear about it so that we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.
We intend to:
- Make it easy for you to tell us if something has gone wrong
- Give your complaint the attention it deserves
- Resolve your complaint fairly and without delay
- Make sure you are satisfied with how your complaint was addressed
How and where to complain
If you are not satisfied with any aspect of our product or service, you can tell us about your complaint in the following ways:
- In person at our head office: Breeze House, Sunnyhills Road, Leek, Staffordshire, ST13 5RJ
- In writing by writing to us at the address above, please address your letter to our Customer Services Team
- By calling: 01538 398488
- By sending an email to: [email protected]
How long will it take?
We will aim to resolve your complaint straight away, but if this isn’t possible, we will write to you within 5 business days to tell you:
- Why we have not yet resolved your complaint
- Who is dealing with your complaint
- When we will contact you again
We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis, however, if you would like an update please email [email protected] or call and ask to speak to the person dealing with your complaint.
If we cannot reach agreement with you
If we have been unable to agree a solution within 8 weeks, we will:
- Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision
OR - Issue our final decision letter which will explain our final position