Customer Charter

Customer Charter

Dear Customer,

At Everest, we are committed to ensuring that you have the best possible experience. We are delighted that you are considering putting your trust in us when making an investment in your home and intend to provide you with products of excellent quality combined with exceptional standards of service and aftercare. This Charter has been created to let you know what you can expect from us as well as set out our commitment to constantly improving our service. I hope that you find it helpful and that your new Everest products serve you well for many years to come.

Thank you for choosing Everest.

Paula Chambers
Chief Executive Officer
Everest 2020 Ltd

Guiding Principles

  • We put the safety of our Customers, Staff and Associates above everything else
  • We will always treat you, and your home, with respect and care
  • We ensure that you have transparent, honest and truthful information to enable you to make informed decisions about your purchase
  • We will communicate with you regularly and respond to you promptly
  • Your installation will be completed to exacting Everest standards
  • We welcome and value your feedback and actively use this to continually improve what we do
  • If any of these principles are not upheld, we will take action to resolve this promptly

We will also:

  • Provide you with accurate information in relation to the time needed to manufacture your bespoke product
  • Keep you fully updated at key points of your journey, which will include:- Sales appointment, Survey Appointment, When your order enters manufacture, When your order is ready to be installed, During the Installation (if longer than one day), On the last day of the installation and 14 days after installation
  • Let you know at the earliest opportunity if we need to change an appointment because of unexpected circumstances and reschedule the appointment at a mutually convenient time
  • Acknowledge enquiries promptly
  • Ensure our Installation Teams are highly skilled and fully trained to Everest standards

Safety First

In order to work safely in your home during the COVID-19 pandemic, we have worked to strict social distancing rules and safety in the workplace requirements. With the restrictions having been lifted and the UK Government & Devolved Governments of Scotland & Wales now recommending the 'Living with COVID-19' approach, we have changed some of our practices from June 29th, 2022. We will, however, continue with the following:-

What you can expect from us:

    • Remote sales consultations are available for any Customer that would prefer this method of quotation
    • No-one will be permitted to attend your home if they are presenting with symptoms of COVID-19 until they either test negative or have completed the minimum isolation period
    • All Employees and Associates that visit our Customers’ homes, will carry supplies of face masks and hand sanitiser. They are no longer required to wear a face mask as routine but should do so if you indicate that you would like them to

What we ask from you:

      • Please let us know if you would prefer any of our Employees or Associates to wear a face mask in your home
      • During installation, we use different types of sealants, glues and cleaning materials that are commonly used in the home improvement industry. These are normally only harmful if swallowed or inhaled in large quantities in an unventilated area. If you have any condition that you think may increase your sensitivity to such products, please ensure that you remain outside of the room in which the Installers are working. Safety data sheets are available on request.

Our Standards

From your very first interaction with Everest and throughout your entire journey, you can expect to be treated respectfully and fairly. All Employees and Associates must abide by our Customer Charter, whether we have the privilege of being in your home or communicating with you by any other means.

All Employees and Associates must:

  • Be polite, courteous and respectful to you at all times.
  • Never make any statement about our products or services that is not legal, decent, honest or truthful.
  • Do what they say they will do, within a reasonable time.
  • Be neat, tidy, well-groomed and punctual when attending your home.
  • Be able to provide ID for your peace of mind when attending your home.
  • Be respectful of your home and treat it with care.

Our Field Sales Consultants must additionally:

  • Avoid approaching customers who they know or believe do not wish to be approached.
  • Give clear and helpful information in language that avoids the use of jargon.
  • Take the time to give full and accurate information to enable you to make an informed decision about your home improvement purchase, answering any questions in a straightforward and honest manner.
  • Never encourage you to buy something that you do not need or want or engage in high pressure selling techniques.
  • Make you aware of our Cancellations Policy, Complaints Policy and timescales for payment.
  • End the appointment if they believe that any customer doesn’t have the capacity to make important financial decisions or is otherwise vulnerable and does not have a suitable companion present.

Our Surveyors must additionally:

  • Ensure that you are fully aware of what has been ordered and that it meets your needs.
  • Inform you of any technical challenges that they may identify and update you on potential solutions with a clear explanation of any implications for your order within an agreed timescale.
  • End the appointment if they believe that any customer doesn’t have the capacity to make important financial decisions, or is otherwise vulnerable and does not have a suitable companion present.

Our Installation Teams must additionally:

  • Arrive at your home in a clean and tidy vehicle.
  • Ask your permission before parking on your drive.
  • Park respectfully of neighbours and residents if it’s necessary to park on the street.
  • Wear boot covers when inside your home.
  • Use dust sheets in the area that they are working.
  • Leave the area clean and tidy.
  • Demonstrate how to operate the products at the end of the installation.

Always Improving

We have very high standards in everything that we do – you have chosen to invest in your home by having Everest products installed and you deserve and have every right to expect, these standards to be upheld. If we don’t meet your expectations, we will work to resolve things as quickly as possible and put any corrective actions in place that are needed. We never want to stand still and always strive to be even better tomorrow than we are today. To achieve this, we ensure that we are listening to you by gathering feedback in the following ways and using it to form our continuous improvement plan.

  • If you decide not to purchase with us or cancel your order, we will listen to your feedback.
  • When your installation is taking place, we will contact you to check how things are going.
  • On the day that your installation is completed, we’ll contact you again to check you’re happy.
  • Approximately 14 days after the installation is completed, we’ll ask you to participate in a survey to see how satisfied you are with your entire experience – from the initial consultation appointment through to completion of your installation.
  • We monitor Trustpilot every day to see what our Customers are telling us.
  • We have a clear complaints policy
  • We thoroughly investigate the root cause of any complaints or negative feedback in order to address any issues and provide an even better Customer Experience in the future.

Date - 29th June 2022