Buildx (SW) Ltd shall have in place and operate a documented complaints procedure appropriate for receiving, recording, acknowledging and resolving all complaints from clients in line with PAS2030:2019.
As a TrustMark Registered Business we are also part of the Government Endorsed Quality Scheme and as such have an obligation to handle disputes fairly and within compliance of the Code of Conduct and Customer Charter. We will use the Code of Conduct and Customer Charter to positively promote to consumers the benefit of using the quality mark and ensure we respect the wishes and welfare of consumers and operate in a way which protects their homes and property.
Where a complaint specifically relates to a Retrofit Assessment then we also follow the ecmk complaint procedure and terms and conditions of their membership scheme which is available to view here:
The TrustMark Framework Operating Requirements (FOR) requires a TrustMark Registered Business to provide a consumer with suitable financial protection for a period of two years MINIMUM with some 25 years or more depending on the measure such as Cavity Wall Insulation and External Wall Insulation covering product warranty and workmanship guarantees. Any guarantee complaints will be included as part of our complaints handling procedure.
We will ensure that consumers have access to a speedy, accessible, clear and user-friendly dispute process, which is free of charge, up to the point of Alternative Dispute Resolution (ADR) and helps to reduce the need for legal action.
We will aim to reach an amicable solution, wherever possible, building increased consumer confidence and improving customer satisfaction.