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Complaints Policy

Everest 2020 Complaints Policy

At Everest 2020, 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 via a customer service enquiry form here.


If you are still dissatisfied and wish to make a formal complaint, please follow the steps outlined below. All complaints are taken extremely seriously and we aim to resolve as quickly as we can. The time that this will take depends on the nature of the complaint eg whether replacements are required etc. We will keep you fully updated throughout.


Please note that we can only progress complaints relating to orders installed on or after 1st June 2020 and by Everest 2020 Ltd. If you have any issues relating to orders installed before 1st June 2020, please click here for further information.


Step 1 – Raising a Formal Complaint

You can contact us to raise a formal complaint here.


It is important that you provide:

  • Your name, address, email address and contact telephone number
  • Any order or other reference number you have
  • Exactly what went wrong, including when it happened, what happened, and who was involved
  • Photographs of the issue if possible
  • How you would like us to resolve the matter

Once we have received a formal complaint from you, this is what will happen next:

  • We will assign a Customer Resolution Co-Ordinator to your case. They will manage your complaint to resolution and will be your point of contact throughout
  • Your Customer Resolution Co-Ordinator will call you within one working day (Monday – Friday from 9am – 5pm), to introduce themselves and to discuss the issues that you are having. This will ensure that they have a thorough understanding of what has happened
  • A written acknowledge of your complaint will then be sent to you by email (or post if you we don’t have an email address for you). This will detail the issues that you have reported and include the contact details of your Customer Resolution Co-Ordinator

Step 2 – Investigation and Resolution

The investigation of your complaint will be undertaken by your Customer Resolution Co-Ordinator, who will liaise with the relevant department(s) responsible for the issue you have raised and work with them on a resolution plan.


If your complaint relates to workmanship or product quality, it is likely that an inspection will need to be booked. Following the inspection, if any rectification work is required, a report will be drafted, detailing exactly what is planned. This will be shared with you to ensure that you agree that there is nothing missing from the report.


Once any parts and/or replacements are received at the Installation Centre and have been checked, an appointment will then be made with you, for the work to be carried out. We will call you again on the day before your appointment, to ensure that you are still in agreement with the works that are planned and that nothing further needs to be added.


Step 3 – Outcome & Closure

If your complaint has meant that we’ve needed to return to rectify any issues with the installation, we will call you on the day after your appointment, to ensure that you are happy with the work completed.


Once you confirm that any outstanding issues have been rectified to your satisfaction, we will then provide a final outcome response which will detail what went wrong and what we have done about it.


If, after investigating, we find that any part of your complaint is unjustified (for example responding and resolving any minor issues promptly), we will give of course, give you a full explanation.


Other Options

Complaints related to Home Solutions Finance Agreement

If your complaint is specifically about an 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


Everest Complaints Policy (updated March 2022)