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Complaints Procedure

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Our Complaints Procedure

 

Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know.

We want to:

  • make it easy for you to tell us what went wrong;
  • give your complaint the attention it deserves;
  • resolve your complaint without delay; and
  • Provide you with the right outcome to your complaint

How & where to complain

 If you are not satisfied with any aspect of our service or products you can tell us in the following ways:

In-person – call into our office/showroom at the address shown overleaf. We are open Monday to Friday 8 til 5 pm.

In writing – write to us at the address overleaf and address your letter to The Manager

By telephone – call us on 0208 866 6088 during our office hours and ask for the Customer Services Department.

By email – using the email address info@blindtechnique.co.uk

How long will it take?

We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation.

Please see the timeframes below:

  • If we are able to resolve a complaint within 3 business days, we will issue the complainant with a summary resolution letter detailing our resolution and advising the customer of their right to refer the complaint to the Financial Ombudsman Service.
  • For every complaint received that cannot be resolved within 3 business days, we will issue the complainant with an acknowledgement letter within 5 business days, along with a copy of our complaint’s procedure.
  • We will advise the complainant on each communication and when they can expect to hear from us next
  • If after 4 weeks we are still not in a position to resolve a complaint, we will issue the complainant with a ‘4-week holding letter’ advising why we are not yet in a position to resolve the complaint.
  • We will endeavour to resolve complaints in a timely manner and within 8 weeks as a maximum.
  • If we cannot resolve a complaint within 8 weeks then we will remind complainants of their right to refer their complaint to the Financial Ombudsman Service (see final response letter templates).
  • All complaints received and resolved will be recorded so we are able to identify trends and make the necessary business changes to improve the services to our customers and prevent repeat occurrences.
  • If a 3rd party is solely responsible for the complaint or the reasons for the complaint, we will refer the complaint to them within 5 business days and write to the customer to make them aware of this.
  • If a 3rd party is jointly responsible for the complaint with us, we will refer the complaint to them within 5 business days, write to the customer to make them aware of this, and then investigate and handle the complaint points relating to us as per our normal process.

If we cannot resolve your complaint

If we are unable to resolve your complaint within 8 weeks, we will:

  • Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.

Financial Ombudsman Service

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

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

Window Blinds Showroom Ruislip
  • REALLY impressed by every aspect of our order with Blind Technique. The staff were, without exception, readily accessible (a big plus these days), friendly, engaged, and professional. We knew what was going on at every stage and the final outcome is superb; the plantation blinds look and feel well made and have added very positively to the look of the front of our house.

    Great Customer Service
  • Very pleased with all aspects of job. Would like to commend Wayne and his team for their efforts. The blinds look great and the quality is excellent.

    Vertical blinds fitted on all windows and Patio door
  • The team were incredibly professional, honest and friendly from start to finish. Aaron quickly understood our brief and what we were after, made good and useful suggestions, all within our budget. The installer Joseph was also fantastic - very efficient, helpful and knowledgeable. We're really pleased with the final product! Would highly recommend. 

    Professional & Friendly
  • In a competitive market, Blind Technique stands out. They offer sensible, objective advice and their products and pricing are excellent. Allied with incredibly responsive customer service, they are a local business that does things the right way.

    Great Local Business
  • What a great service! Great customer service from the first moment I walked in to the shop. You can tell that the team is well organised and the environment is friendly. I was looking for some particular blinds for my living room and Jon understood exactly what i was looking for! Very impressed, I already recommended this place to all my neighbours :)    

    Recommended to my neighbours!
  • Blind Technique did a superb job on the roof blinds for my conservatory. They fit the difficult shape exactly and are easy to draw open or shut. They are a replacement for the blinds the company did years ago, which I have been very pleased with, and I am very happy with the new ones.

    Conservatory Blind Experts
  • Aaron is great, no messing about. I expect their service to be great too 😂.... After Installation feedback: still 5 stars.. There was a problem with the original order and an unsatisfactory finish to my job. The whole issue was resolved very quickly and professionally to my complete satisfaction I have absolutely no hesitation in thoroughly recommending Aaron Jozeph Elaine and their team 👍👍😁😃😁👍👍

    Resolving Problems
  • The blinds are terrific !!! Really beautiful. And Joseph was a dream. What a craftsman. from Chris Evans.

    Wooden Blinds Craftsmanship

Get in Touch

We are always on hand to discuss your available options.

You get FREE appointments, quotations and advice, so give us a call today!

0208 866 6088

© Copyright 2021 Blind Technique
Blind Technique Limited acts as a credit broker and only offers credit products from Omni Capital Retail Finance. Blind Technique Limited is authorised and regulated by the Financial Conduct Authority. Our registered number is 796394. Credit subject to age and status. Blind Technique Ltd registered office c/o Buckingham & Co, 27A Maxwell Road, Northwood, Middlesex, HA6 2XY. Registered Company 5051701. VAT registered GB 835 3714 25. Credit subject to status and affordability. Blind Technique Ltd FRN: 796394 trading as Blind Technique Ltd are authorised and regulated by the Financial Conduct Authority. We are a credit broker not a lender – credit is subject to status and affordability, and is provided by Mitsubishi HC Capital UK PLC. Terms & Conditions Apply. The register can be accessed through http://www.fca.org.uk Please note that up to 12 months interest-free 0% finance is not regulated by the Financial Conduct Authority. Any late or missed repayment may have serious consequences and your credit rating may be affected which could make it more difficult to obtain credit in the future.