At eLoft Conversions, we are committed to delivering exceptional loft conversion services across London. Our dedication to transforming underutilized spaces into vibrant, functional areas is at the heart of our operations. We understand, however, that there may be occasions when our services may not meet your expectations. This policy outlines our approach to handling complaints, ensuring we address them promptly, fairly, and effectively.
Our Promise
We treat all complaints seriously, whether they are made by telephone, email, letter, or in person. We will deal with your complaint in a respectful, confidential, and professional manner. Our promise is to:
Acknowledge your complaint within 3 working days of receipt.
Thoroughly investigate the matter.
Keep you informed of our progress.
Do everything in our power to resolve the issue to your satisfaction.
How to Make a Complaint
If you are dissatisfied with any aspect of our service, we encourage you to contact us as soon as possible. You can make a complaint in the following ways:
Email: Send your complaint to [email protected], detailing the nature of your issue, your project details, and any relevant dates or correspondence.
Phone: Call us on 020 3322 2650 to speak directly with our customer service team.
Letter: Write to us at our office address, providing as much detail as possible about your complaint.
Our Complaints Procedure
Acknowledgement: Upon receiving your complaint, we will acknowledge it within 3 working days, providing you with a complaint reference number.
Investigation: Your complaint will be assigned to a dedicated project manager or the most appropriate team member, who will review the details of your complaint and may contact you for further information.
Resolution: We aim to resolve complaints as quickly as possible. We will provide you with our findings, conclusions, and any actions we have taken or will take as a result of your complaint within 28 days of our acknowledgement.
Escalation: If you are not satisfied with the outcome, you can request for the complaint to be reviewed at a higher level within our company. This will involve a review by a senior manager or the company founder, Maris Bax.
Continuous Improvement
We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint. Feedback from complaints is used to help us identify issues and to improve our services.
Contact Us
For any queries regarding our Complaints Policy, or if you need assistance in making a complaint, please do not hesitate to contact our customer service team.
