Everest 2020 Ltd - Complaints Policy
At Everest, we pride ourselves on providing our customers with exceptional 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.
Complaints closed by the third business day.
Should we resolve your complaint by the close of the third business day; following the day on which we receive your complaint, we will issue you with a written communication, called a ‘summary resolution communication’ acknowledging that you made a complaint to us and setting out that the complaint has been resolved along with any specific details.
It will further set out any rights that may be applicable to you, depending on the nature of your complaint. For example, if it concerns a finance product; you may be able to refer the complaint to the Financial Ombudsman Service.
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 them where possible. The time that this will take depends on the nature of the complaint e.g. whether replacements are required etc but we aim to resolve within 8 weeks wherever possible. We will keep you fully updated throughout and where we have reason to believe we may surpass the 8-week deadline, we shall inform you of this as well as any rights applicable to you.
Please note that we can only progress complaints relating to orders installed on or after 1st June 2020 and by Everest 2020 Ltd or Everest Conservatories 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. You can also write to us at Everest, Unit 1, Albany Place, Welwyn Garden City, AL7 3BT. You can also send an email to customer.relations@everest.co.uk or call 01707 933680. Office hours are Monday-Friday 9am to 5pm.
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 acknowledgement of your complaint will then be sent to you by email (or post if we don’t have an email address for you) within 2 working days. 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.
Complaints related to Consumer Credit Finance
All complaints are treated in the same way as set out above. This includes how you make the complaint; the timescales in which we endeavour to come back to you and the investigation process. Yet complaints relating to an FCA regulated finance agreement, the sale of which or any other connected complaint relating to us, provides certain legal rights to consumers.
Where you may remain dissatisfied with the handling of your complaint or the outcome and where after the receipt of a Summary Resolution Communication or Final Response Letter; you do have the option to escalate your complaint onto the Financial Ombudsman Service (‘FOS’). This must be done with 6 months of receiving either a Summary Resolution Communication or Final response Letter, it cannot be done before or after that period.
FOS contact details:
The FOS are an independent mediator, their role is to look at both sides of the argument as well as the decision reached, the evidence and information in support of the firm’s decision. They then make a decision on whether or not they agree with the firm’s decision or not and make recommendations on how to resolve the matter with the customer.
You can find out more about the FOS by visiting www.financial-ombudsman.org.uk.
Additional Protection when using our finance product as a method of payment
Your finance agreement will provide you with protection under Consumer Credit legislation. This means that the lender is jointly responsible with Everest 2020 Ltd or Everest Conservatories Ltd, for the goods and services to which the finance agreement applies.
Everest Complaints Policy (updated December 2022)