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Complaints Policy

Complaints Policy

Everest Complaints Policy

At Everest, we pride ourselves on providing our customers with a high-quality service. However, we understand that occasionally things can go wrong. When they do, in the first instance you should raise your concerns with our Customer Service Centre who will address any issues you may have.

If you are still dissatisfied and wish to make a formal complaint, please follow the steps outlined below. All complaints are taken extremely seriously. We aim to resolve them within 8 weeks but where this is not possible, we will work closely with you to achieve a satisfactory outcome as quickly as we can.

Step 1 – Raising a Formal Complaint

You can contact us to raise a formal complaint using any of the following methods:

Raise a Complaint Form using the following link: https://www.everest.co.uk/contact/customer-complaints/

Write to us:
Everest Limited Customer Services,
Cedar Court,
Taylor Business Park,
Risley,
Warrington,
Cheshire,
WA3 6BT

It is important that you provide:

  • Your name, address, email address and contact telephone number;
  • Any order or other reference number you have;
  • Your account details if you are an Everest Home Solutions customer;
  • Exactly what went wrong, including when it happened, what happened, and who was involved;
  • How you would like us to resolve the matter.

Once we have received a formal complaint from you we will:

  • Acknowledge your complaint;
  • Tell you the name of the person who will be overseeing your complaint, and give you their contact details and working hours;
  • Advise you of next steps;
  • Advise you when you will next hear from us.

Step 2 – Investigation and Outcome

The investigation of your complaint will be undertaken within our Customer Resolution Team. Your complaint handler will liaise with the relevant department(s) responsible for the issue you have raised and will aim to ensure that any outstanding issues are progressed swiftly.

An objective review of the facts and evidence pertaining to your complaint and the resolution you are seeking will then be undertaken before your complaint handler reaches a decision on your complaint.

There are two possible outcomes to your complaint:

A: We agree with your Complaint

If, after investigating, we find that your complaint is justified in whole or in part, we will write to you apologising for our failings and advising you as to how we propose to resolve it – having regard to the resolution you told us you wanted.

B: We disagree with your Complaint

If, after investigating, we find that we have acted fairly and reasonably (including acting promptly and using our best endeavours to resolve any minor issues in accordance with industry good practice and standards), we will find your complaint to be unjustified and we will reject it. We will give you a written explanation if this is the case. We ask that you consider our response and reasons carefully and with an open mind, which is exactly how we approach all complaints.

Step 3 – Final Review and Other Options

If you remain dissatisfied with the outcome after following the above steps, other options open to you are detailed below.

Independent Conciliation

In the unlikely event that we are not able to satisfactorily resolve your complaint, you can approach the Glass & Glazing Federation (GGF) who offer a correspondence-based conciliation service. They will mediate to try to seek a satisfactory solution. The address to write to is:

The Conciliation Manager
GGF
40 Rushworth Street
London
SE1 0RB

The Glazing Arbitration Scheme

If the conciliation procedure fails to resolve your complaint it may be referred to the Glazing Arbitration Scheme (TGAS), which is administered by the Centre for Effective Dispute Resolution (CEDR). They provide a low-cost and independent service to consumers aiming to reach resolution of unresolved disputes in full and final settlement. All applications for arbitration must be made via the GGF Conciliation Manager (see above).

Complaints related to Home Solutions Finance Agreement

If your complaint is specifically about your Everest Home Solutions Finance Agreement and we cannot resolve your problem to your satisfaction, you may additionally refer to the Financial Ombudsman Service. You can contact them at www.financialombudsman.org.uk or by post at:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR

Service Levels for Complaints
  • We will acknowledge your complaint within two working days of receipt.
  • We aim to agree a resolution plan with you within seven working days of receipt of your complaint.
  • We aim to have resolved your complaint within 8 weeks of receipt of your complaint. Where we are unable to achieve this, we will work with you to reach a resolution as quickly as possible.

Everest Complaints Policy (25.09.2019)