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The Meridian policies

The Meridian policies

Complaints procedure

Updated 15th January 2024

COMPLAINTS POLICY

The business always endeavours to provide the best service.  However, on rare occasions there may be times where a customer may not be completely satisfied. 

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.  

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service.  Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.  If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

 

To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

 

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

 

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.

 

 

Our Procedure

 

  • Either call us on 01245 225700

  • Or write to us at  Merdian Homes, Chase Farm Estate, Hyde Chase, Woodham Mortimer, Maldon, Essex, CM9 6TN (please request proof of receipt if posting or send recorded delivery)

 

 

We aim to respond within 14 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Complaints

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0117 456 6031 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/

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