If you have a complaint we want to know as soon as possible to help us put things right
promptly. Just contact our Customer Services Team with your details and a description of
We are here for you Monday to Friday from 9.00am-5.30pm.
Write to us:
Advance Joinery Group (AJL, AWS, ABP)
|Customer Services||01981 241071|
|Head Office||The Old Brickyard, Pontrilas, Herefordshire HR2 0DJ|
However you contact us, we will:
We work to meet all of the expected standards of ‘The Consumer Rights Act 2015’
The Consumer Rights Act sets out your rights when you’re buying products, services and digital content.
Product quality – what should you expect?
As with the Sale of Goods Act, under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described.
The rules also include digital content in this definition. So all products – whether physical or digital – must meet the following standards:
One aspect of a product being of satisfactory quality is durability, in other words how long it lasts.
Durability takes into account many different factors like product type, brand reputation, price point and how it is advertised. For example you’re unlikely to be able to claim a cheap kettle that’s stopped working after four years isn’t durable. Whereas a more premium and expensive kettle that’s been well looked after and has stopped working after 14 months could be considered to not be durable, and therefore not of satisfactory quality.
Where your complaint relates to a financial services matter it will be forwarded to our
compliance department. Please see overleaf for full details.
All financial services complaints will be investigated and overseen by our Compliance
The Compliance Department will:
If you are not satisfied with the outcome of our investigation you may be entitled to refer
your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service
The Financial Ombudsman Service exists to help resolve certain complaints when we
have not been able to resolve your complaint to your satisfaction. The scheme is entirely
free to use.You should contact the Financial Ombudsman Service within 6 months from the date of
our written response. They will also look into your complaint if we have not provided you
with a written response within 8 weeks of receiving your complaint.
You can contact the Financial Ombudsman Service:
|In writing: The Financial Ombudsman Service||The Financial Ombudsman Service|
|By telephone: 08000234567
By email: email@example.com