Our Aim
We recognize two types of dissatisfaction:
- Complaint: Dissatisfaction with the sales or description of a product.
- Claim: Dissatisfaction with the product itself or its installation.
Our Commitment
We aim to:
- Make filing a complaint or claim straightforward.
- Treat complaints as an opportunity for improvement.
- Address each issue promptly, courteously, and confidentially where applicable.
- Respond appropriately with explanations, apologies, or corrective actions as needed.
- Learn from all feedback to enhance our services and review our policy annually.
Informal Resolution
Many concerns are raised and resolved informally. Our aim here is to:
- Address issues promptly and minimize escalation.
- Facilitate mediation when appropriate. If an informal resolution is not possible, the formal complaints procedure should be followed.
Complaints and Claims Definition
A complaint or claim at Prestige Midlands Ltd is defined as any expression of dissatisfaction related to our company or team that requires a formal response.
Formal Complaints Procedure
This procedure ensures all complaints and claims are managed fairly, consistently, and to the complainant’s satisfaction where possible.
Prestige Midlands Ltd’s Responsibilities
- Acknowledge the formal complaint in writing.
- Provide a response within a set time frame.
- Handle the complaint sensitively and reasonably.
- Take appropriate action when necessary.
Complainant’s Responsibilities
- Submit the complaint in writing within 8 weeks of the issue.
- Raise concerns promptly and directly with a staff member.
- Clearly explain the problem and any prior actions taken.
- Allow reasonable time for resolution.
- Recognize that some circumstances may be beyond our control.
Responsibility for Action: Directors of Prestige Midlands Ltd
Confidentiality: We strive to maintain confidentiality. If it’s not feasible due to the nature of the complaint, this will be communicated to the complainant.
Monitoring and Reporting: We produce an annual anonymized report of complaints and resolutions.
Formal Complaints Procedure
Stage 1 If informal resolution is unsuccessful, submit your complaint in writing (email or letter) to the staff member involved, or their manager. Include:
- Details of the complaint.
- Consequences you faced.
- Desired remedy.
Response Timeline:
- Acknowledgment: Within 5 working days.
- Resolution: Within 28 working days.
Contact Information:
- Phone: 01902 728351
- Email: prestigemidlandsltd@gmail.com
- Address: Suite 3 Stafford Court, 178 Stafford Street, Wolverhampton, WV1 1NA
Final Stage: Financial Ombudsman Service
The Financial Ombudsman Service offers a free, independent service to resolve disputes. This option is available only if:
- Prestige Midlands Ltd has been given the opportunity to resolve the matter.
- Eight weeks have passed since the initial complaint.
Financial Ombudsman Service Contact:
- By Post: Exchange Tower, London E14 9SR
- Phone: 0800 0 234 567 (free from landlines) or 0300 123 9 123 (mobile)
- Email: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk
By following this process, we ensure that complaints are addressed fairly, with the aim of enhancing service quality for all our stakeholders.