COMPLAINTS PROCEDURES

If you’re not completely happy with our service we’d like to hear about it, that way we can put it right.
We hope that you never need our complaints procedure. That’s our very clear objective with every ERG Scotland customer.

But of course, it’s important that we make provision for the unthinkable and create a complaints procedure that’s clear, fair and timely.

Complaints are exceptionally important to us, we treat them not as distractions or inconveniences, but as opportunities to learn and to make things better.

That’s why, if you’re not happy with anything at all about our products or service, we really do want to know about it.

How to make a complaint

If you do wish to get in touch with us regarding a complaint, then it’s totally up to you how you do it. We make provision to capture complaints no matter how they might arrive. Below is further information regarding how to get in touch should you wish to make a complaint.

Complaints by post should be addressed to:

Customer Services
ERG Scotland
Unit 19 Clayton Court
Off Davidson Drive
Invergordon
Scotland IV18 0SB

Complaints by phone regarding a current or previous installation or regarding ERG Scotland aftersales or any other service, should be made on 01349 856900.

Complaints in person should be made at our Invergordon Showroom, it’s the same address between the hours of Monday to Friday 9.00am – 5.00pm

Complaints via email should be made using:
admin@ergscotland.co.uk

How it all works from there

Clearly, we’ll try and resolve things straight away, we’ll do everything we can in fact, but on occasion this just isn’t possible as a bit of work has to go on behind the scenes to investigate exactly what’s happened, so we can work out so we can work out the right course of action. Where this is the case, here’s how things will work:

Acknowledgement

We’ll acknowledge your complaint, either by email or letter. We’ll tell you the reason why we couldn’t resolve it straight away and who is in charge of dealing with your complaint.

Decision

We aim to decide on how to proceed regarding your complaint within a fortnight of it being made. Rest assured that we’ll always tell you if there’s going to be a delay beyond this date. Decisions will always be confirmed in writing to you.

Action

Where we agree that further action is required on behalf of ERG Scotland for the complaint to be resolved, we’ll aim to complete this work within six weeks of the (original) issue being raised. We will always inform you if there is going to be a delay beyond this date.

Referral

If we can’t reach a mutual agreement, and when appropriate to do so, we’ll provide you with the necessary information for the Financial Ombudsman or the Glass and Glazing Federation – whichever organisation is the most relevant. This is always a last resort and clearly, we hope things never reach this stage.

A note about the Financial Ombudsman Service

The Financial Ombudsman Service is there to help consumers with complaints which relate to the sale of financial services. If your complaint is of this nature, there are two scenarios where you may have the right to refer your case to them, these are:

  • Where you are unhappy with the final decision made by ERG Scotland regarding your complaint
  • Where eight weeks have passed since the complaint was made, without you having received a final decision from ERG Scotland

Should you wish to proceed with this course of action, the contact details you need are:

The Financial Ombudsman Service
Exchange Tower, London E14 9SR

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting the Financial Ombudsman Service website at www.financial-ombudsman.org.uk.

It’s important to note that if you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final decision letter.

IF YOU NEED ANYTHING FURTHER

If you have any further queries regarding our complaints procedure then please contact using the form below.

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Speak to our Customer Services Team on 01349 856900.

Our friendly team will be pleased to help with any questions you may have.