Lifestyle Conservatories Ltd

Our Complaint’s Procedure

Here at Lifestyle Conservatories we endeavour to provide excellent customer service at all times and we do our utmost to treat all our customers impartially.

When an issue arises or a problem occurs you must let us know. This will give us the opportunity to deal with the matter and address the problem. We may also use this information to improve our future customer service level.

What should I do if I wish to make a complaint?

Step 1:
If you wish to make a formal complaint, please clearly outline the circumstances surrounding the matter and either write to us at the following address:

Lifestyle Conservatories
Knight House
Queensway Court
Arkwright Way
Scunthorpe DN16 1AD

Or alternatively, you can email [email protected]

For delivery confirmation, we recommend you post mail by recorded delivery or ask for a read receipt if using email.

Step 2:
We will aim to send an acknowledgement of your complaint within five working days and a formal response within ten working days. If we are unable to respond within ten working days then we will inform you accordingly. We may also request further information regarding your complaint within this period.

Once we are in receipt all the relevant information we will contact again within a further ten working days with our plans of how we intend to resolve your complaint.

What happens if I do not agree with the outcome?

If you do not agree with our solution of how we can resolve your complaint then the matter can be passed to a company director for them to independently review. The director will conduct a further investigation into your complaint and may contact you for further clarification over certain matters. At any stage you may ask for your complaint to be referred to a director.

The director (or representative) will contact you within ten working days to confirm the Companies’ full and final position regarding your complaint.

If, due to unforeseen circumstances, the timescales above have to be varied then we will contact you and explain our reasons.

Your complaint will be treated in the strictest confidence and we operate in accordance to the Data Protection Act.

How do I independently complain?

We will endeavour to deal with your complaint in the first instance however if you are unhappy with the way your complaint was handled and wish to take the matter further then you can contact our Competent Person Scheme at CERTASS however please contact Lifestyle Conservatories, as detailed above, in the first instance.

If you are still dissatisfied having followed all the stages of this complaints procedure then you may also apply to CERTASS for an independent investigation into your complaint.

To contact CERTASS, please write to the following address quoting our membership number 17-1082 and again we recommend recorded delivery post:

Certass Ltd
PO Box 26332

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