Terms & Conditions and Complaints Policy & Procedure:
Your new door must be installed square and plumb to give you years of trouble free service. Likewise, your opening must be square and plumb to optimise the operation and appearance of your door.
Please take note of the following adverse site conditions that could affect performance of your new door: ·
• If your floor is not level at the opening, your door may not seal properly. Unless we have specifically stated that we will do so, we are not responsible for levelling your floor. Wherever possible and on request we are to happy to make recommendations of how best to address issues with non-level floors, most commonly with secondary floor seals.·
•If your lintel is not level, your door may appear off level.·
•If your jambs or reveals are not plumb the appearance of your door may be affected.·
• If we are removing an old frame, there is no way to guarantee that brick or other masonry work will not be disturbed. We will also do our best to carefully remove the old frame, but we cannot be held responsible for damage caused by the removal of the frame. For example: loose or cracked masonry or plaster.·
•We often have to place fixings into the ceilings or walls of your garage and to find solid fixings we may need to make several holes as we try to locate solid points to fix into.·
•In the event that an Asbestos Containing Material (ACM) is suspected of being present in the work area, either identified during survey or during installation, we will cease all work immediately. It is the homeowners responsibility to have any suspected ACM sampled and, if necessary, removed. We rely on homeowners to share any information they may have concerning the presence of asbestos with us to avoid the risk of exposure.
Our surveyors and installers have all undertaken Asbestos Awareness training and we will always seek to identify ACMs at the survey stage. However if despite the aforementioned training it is subsequently discovered despite our best efforts, we do not accept any liability for exposure or the cost of its removal. Often even when ACM is present, such as in corrugated concrete roof sheets, we can happily install the door(s) without disturbing it.·
• In the case of an automate garage door, you must have a 13 amp socket in your garage in order for us to provide power to your electric opener. We cannot wire to a service board or lighting circuit. If there is not a socket available, you will need a qualified electrician to wire a 13 amp socket to the location we specify – we are happy to recommend an electrician or arrange this for you if requested.
Additional for New Builds or Renovation: ·
• We generally insist that the door be installed after the floor is finished. However, if the finished floor is not yet in, you must clearly indicate where the finished floor level will be on the reveals so that we can install the door at the right height and, where applicable, set the motor limits. Additional costs will be incurred if we need to re-attend to make adjustments to the door or motor operator. Please be advised that if the door needs to be moved up or down, this does typically involve the cost of completely removing and re-installing the door.·
• If your garage is being plastered, this work must be carried out before the door can be installed (including the ceiling). Plaster and/or excessive dust in the track, guides or other workings of the door will damage the door and void your warranty.
As a Which? Truster Trader, please take note of the information below:
Nothing in these terms and conditions seeks to limit a consumer's statutory rights under the Consumer Rights Act 2015 or any right to cancellation under the Consumer Contracts (etc.) Regulations 2013.
Nothing in these Terms and Conditions shall exclude or limit the Supplier’s liability for death or personal injury resulting from the Supplier’s negligence or that of its employees, agents or sub-contractors.
40th Anniversary Review Incentive
• Raffle Tickets will be issued to domestic customers who have had a new installation of a door, motor or door and motor when feedback is left on Google, Which? Trusted Traders or Facebook.
• On the last Friday of each month all qualifying raffle tickets will be entered into a draw with 4 tickets being drawn to win a prize:
1st Prize: 40% off of your bill (refunded to you – we will expect you to pay your bill as usual on completion of the installation rather than wait for the raffle result)
2nd Prize: 6 bottles of wine of your choice of White or Red
3rd Prize: Crate of Beer / Cider / Soft Drink of your choice
4th Prize: A box of chocolates
• We will notify you by phone and email of the result within 3 working days.
• We reserve the right to withdraw this promotion without notice.
Complaints Policy & Procedure: Complaints Policy:
At Up & Over Doors we believe that if a customer wishes to make a complaint or register a concern they should find it easy to do so. Up & Over Doors policy is to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide a better service. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by customers are taken seriously.
The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. It is NOT part of our disciplinary policy.
We at Up & Over Doors believe that failure to listen to or acknowledge complaints will lead to an aggravation of problems, customer dissatisfaction and possible litigation. Up & Over Doors supports the concept that most complaints, if dealt with early, openly and honestly, can be sorted out between just the complainant and Up & Over Doors.
If this fails due to either Up & Over Doors or the complainant being dissatisfied, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? on 0117 981 2929 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/
Additionally we are a member of our trade body, The Door & Hardware Federation, who also provide an arbitration service.
The aim of Up & Over Doors is to ensure that its complaints procedure is properly and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and fairly.
•Customers and their representatives are aware of how to complain, and that Up & Over Doors provides easy to use opportunities for them to register their complaints
•A named person will be responsible for the administration of the procedure.
•Every written complaint is acknowledged within five working days
•Investigations into written complaints are held within 28 days
•All complaints are responded to by Up & Over Doors
•Complaints are dealt with promptly, fairly and sensitively with due regard to the potential upset and worry that they can cause to both Up & Over Doors and their customers.
The named manager with responsibility for dealing with complaints is Paul Hollingsworth of Up & Over Doors Limited, 1-5 Glenfrome Road, St Werburghs, Bristol, BS2 9UX, Registered in England, Company Number 7200718, VAT Number 987 7922 40.
•All oral complaints, no matter how seemingly unimportant, should be taken seriously. There is nothing to be gained by staff adopting a defensive or aggressive attitude.
•Up & Over Doors employees who receive an oral complaint should seek to solve the problem immediately if possible.
•If staff cannot solve the problem immediately they should offer to refer the matter to the complaints manager to deal with the problem.
•All contact with the complainant should be polite, courteous and sympathetic.
•At all times staff should remain calm and respectful
.•Up & Over Doors employees should not accept blame, make excuses or blame other employees
.•If the complaint is being made on behalf of the customer by an advocate it must first be verified that the person has permission to speak for the customer, especially if confidential information is involved. It is very easy to assume that the advocate has the right or power to act for the customer when they may not. If in doubt it should be assumed that the customers explicit permission is needed prior to discussing the complaint with the advocate.
•After talking the problem through, each manager or the member of staff dealing with the complaint should suggest a course of action to resolve the complaint. If this course of action is acceptable then the member of staff should clarify the agreement with the complainant and agree a way in which the results of the complaint will be communicated to the complainant (ie through another meeting or by letter)
.•If the suggested plan of action is not acceptable to the complainant then the member of staff or manager should ask the complainant to put their complaint in writing to Up & Over Doors and give them a copy of the complaints procedure.
•In both cases details of the complaint should be recorded on a complaint form.
•When a complaint is received in writing it should be passed on to the named complaints manager who should record it in the complaints book and send an acknowledgment letter within five working days. The complaints manager will be the named person who deals with the complaint through the process (Paul Hollingsworth).
•If necessary, further details should be obtained from the complainant. If the complaint is not made by the customer but on the customer’s behalf, then consent of the customer, preferably in writing, must be obtained from the customer.
•A copy of the complaint’s procedure will be given to the customer
.•If the complaint raises potentially serious matters, advice should be sought from a legal advisor. If legal action is taken at this stage any investigation by Up & Over Doors under the complaints procedure should cease immediately.
•Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted Traders, in the first instance, on 0117 981 2929.
•Immediately on receipt of the complaint Up & Over Doors should launch an investigation and within 28 days should be in a position to provide a full explanation to the complainant, either in writing or by arranging a meeting with the individuals concerned
.•If the issues are too complex to complete the investigation within 28 days, the complainant should be informed of any delays.•If a meeting is arranged the complainant should be advised that they may, if they wish, bring a friend or relative or a representative such as an advocate
.•At the meeting a detailed explanation of the results of the investigation should be given and also an apology if it is deemed appropriate (apologising for what has happened need not be an admission of liability)
.•Such a meeting gives Up & Over Doors the opportunity to show the complainant that the matter has been taken seriously and has been thoroughly investigated
.•After the meeting, or if the complainant does not want a meeting, a written account of the investigation should be sent to the complainant. This should include details of how to approach Which? Trusted Trader if the complainant is not satisfied with the outcome.
•The outcomes of the investigation and the meeting should be recorded on appropriate documentation and any shortcomings in Up & Over Doors procedures should be identified and acted upon
.•Up & Over Doors complaints procedure should be audited by the manager every six months. Paul Hollingsworth is responsible for organising and co-ordination of training. All staff should be trained in dealing with, and responding to, complaints. Complaints policy training should be included in the induction training for all new staff and in house training sessions on handling complaints should be conducted at least annually and all relevant staff should attend.