IF YOU NEED TO MAKE A COMPLAINT

The principal assigned to deal with complaints is:

Robert Charles

Pearl House, Swansea, Princess Way, SA1 5HF

Tel No: 07944 408 549

Company Name: Local Conservatory Specialists LTD

Email address: offers@local-conservatory-specialists.co.uk

Website: https://local-conservatory-specialists.co.uk

Company Registration No: 14727277

Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can
do something to put it right.

We do everything we can to make sure our customers get the best products and
services possible. However, sometimes we may not get things right the first time.
When that happens, we want you to tell us what went wrong so we can put matters
right.

We want to:

– Make it easy for you to tell us what went wrong;

– Give your complaint the attention it deserves;

– Resolve your complaint fairly without delay; and

– Make sure you are satisfied with how your complaint was resolved.

How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about
your complaint in the following ways:

In writing – write to us at the address and address your letter to The Customer Complaint Manager.

By telephone – call us on 07944 408 5499 during our office hours and ask for the
Customer Services Department.

By email – offers@local-conservatory-specialists.co.uk.

How long will it take?

We aim to resolve your complaint straight away but if we can’t, then we will write to
you within three business days to tell you:

Complaints Handling Procedure

– Why we have not resolved your complaint;

– Who is dealing with your complaint; and

– When we will contact you again.

We will aim to resolve your complaint quickly but it may take longer if it is complex.

We will keep you informed regularly but if you need an update please call us
at and ask to speak to the person handling your complaint.

If we cannot reach an agreement with you?

If we can’t agree on a solution with you within eight weeks, we will:

– Send a letter giving our reasons for the delay and an indication of when we
expect to provide a final decision.

OR

– Issue our final decision letter which will explain our final position.

The Financial Ombudsman Service

We aim to resolve all complaints internally.

However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the
“eight-week rule”), you may have the right to refer your complaint to the Financial
Ombudsman Service (FOS).

The eight weeks start from the date a complaint is
received anywhere in our business.

Their contact details are shown below.

Please note: Only complaints relating to the sale of financial services should be
referred to FOS.

Financial Ombudsman Service can be contacted in writing:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123
(cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s
website at www.financial-ombudsman.org.uk
Complaints Handling Procedure

If you are not satisfied with any aspect of our service or products relating to your
finance agreement, please tell us about your complaint.
Telephone:
Email: offers@local-conservatory-specialists.co.uk
Peter Roberts – Manager