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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 your appointed point of contact – usually your Customer Contact Centre or, once your installation has been booked, your Installation Manager - for them to address any issues you have.

If this is not possible or 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, exceptionally, this is not possible, we will work closely with you to achieve a satisfactory outcome as quickly as we can.

Step 1 – Preparing. To ensure a prompt and considered response, you will need to tell us:

  • 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.

Please ensure that you have this information to hand when you contact us. Only once we have this information will we be able to properly investigate your complaint.

Step 2 – Contacting us

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

Talk to us: Livechat via our website at www.everest.co.uk

Call us: 01707 877067

Email us: Submit a customer service form and we'll get back to you

Write to us: Everest Limited, Customer Relations, Everest House, Sopers Road, Cuffley, Potters Bar, Hertfordshire, EN6 4SG

Step 3 – Acknowledgement of Complaint

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

  • Acknowledge your complaint within 2 working days;
  • Tell you the name of the person who will personally 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 4 – Investigation and Review

The investigation of your complaint will be undertaken within our Complaints Management Team. Your complaint handler will liaise with the relevant Sales, Installation or other department responsible for the issue which you have raised. They will aim to arrange any meeting or inspection visit to the installation address promptly. They will also aim to ensure that any outstanding issues are in progress within that period. Then will then objectively review all of the facts and evidence against your complaint and the resolution you are seeking, before reaching a decision on your complaint.

Step 5 – Complaint outcome

At Everest, we like to keep things simple. There are two possible outcomes to your complaint:

A: Complaint Upheld

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 of course to the resolution you told us you wanted.

B: Complaint Rejected

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 will also tell you about your options should you be dissatisfied with the outcome. All we ask is that you consider our response and reasons carefully and with an open mind, which is exactly how we approach all complaints.

Step 6 – Complaint Review

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed. You need to do this in writing, setting out clearly your reasons for being dissatisfied with the Step 5 response. Your complaint will be reviewed independently by the Head of Customer Relations applying the same approach and timescales set out at Steps 3 and 4 above. You will then receive written confirmation as to whether your complaint is now upheld after review, or remains rejected. The Head of Customer Relations will provide you with reasons for his decision.

Step 7 – Still dissatisfied?

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

CEO Complaint

If you remain dissatisfied after completing Step 6, you are eligible to raise a formal complaint directly with our Chief Executive Officer. You can do this by writing to the Head of Customer Relations indicating that you wish for your complaint to be escalated in this way. Please note that our CEO will not consider any complaint which has not first progressed properly though Steps 3-6 above.

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) www.tgas.org.uk, 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

If you are an Everest Home Solutions customer and we cannot resolve your problem satisfactorily for you, 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
South Quay Plaza
183 Marsh Way
London
E14 9SR

Service Levels for Complaints
  • We will acknowledge your originating complaint within 2 working days;
  • We will keep you informed of progress either on a weekly basis or alternatively at a frequency agreed with you;
  • Save in exceptional circumstances, we will ensure that you are offered an inspection of the installation address (where relevant) within 10 days;
  • We will aim to conclude your complaint within 8 weeks and sooner where reasonably practicable;
  • We will ensure that we communicate the outcome of any complaint in writing with reasons.

Everest Complaints Policy V2 (29.08.2018)