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Complaints Procedure

Working with you

While we strive to deliver 100% satisfaction, on occasion even we can fall short and we will work with you to resolve the situation. Informing us when you are unhappy with the service you experience gives us the opportunity to put matters right for you and improve our service in the future for all our customers.

Our experienced customer service staff are best placed to deal with your complaint and to work closely with you to resolve it. You can share your concerns with them by telephone or by letter.

Step 1

Contact the customer service staff at your Stannah service office or our head office and give them the first opportunity to deal with your complaint and put matters right. We hope that you will not need to progress beyond this first step. However, we wish to give you every opportunity to present your case where you remain dissatisfied.

Step2

In the unlikely event that your complaint has not been resolved by our customer service staff, please contact the branch manager at your local service office or our Customer Service Manager.

Step3

If you still feel your complaint has not been dealt with to your satisfaction please telephone or write to: The Managing Director, Stannah Lift Services Ltd, Watt Close, East Portway, Andover, Hampshire SP10 3SD Tel: 01264 364311.

Should you feel your complaint has still not been resolved you can then write to TrustMark who will review your case and can provide access to alternative dispute resolution services should they be required. Write to: TrustMark, Independence CIC,The Wagoners Barn, Lullingstone Lane, Eynsford, Kent DA4 0HZ Tel: 0800 459 2316 Email: support@incic.org.uk Web: www.trustmark.org.uk

For more information see http://www.trustmark.org.uk/if-things-go-wrong/

Stannah Lift Services Ltd Watt Close East Portway Andover Hampshire SP10 3SD www.stannahstairlifts.co.uk

For further information please download our complaints procedure booklet.

 

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