Purpose and Scope

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Wootton Group is committed to providing the highest standards of service. However, we recognise that sometimes things may not go as planned. This policy sets out how we handle complaints in a fair, consistent, and transparent manner.

This policy applies to all customers, suppliers, and stakeholders who wish to raise a complaint about any aspect of our services or conduct.

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Policy Statement

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• We take all complaints seriously and aim to resolve them quickly, fairly, and efficiently.
• We encourage complaints as an opportunity to improve our services and strengthen customer trust.
• We are committed to complying with all applicable UK regulations, including the Consumer Rights Act 2015 and UK GDPR in handling personal data during complaints.

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Definition of a Complaint

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A complaint is any expression of dissatisfaction, whether oral or written, about:
• The quality of our work or services
• The conduct of our staff, contractors, or representatives
• The handling of previous concerns raised
• Failure to meet contractual or service obligations

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How to Make a Complaint

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Customers can raise complaints through the following channels:

• By Phone: 03304 011079 (Monday–Friday, 9am–4pm)
• By Email: Feedback@woottongroup.co.uk
• In Writing: Director, Wootton Group, Unit 2, Batchelor Road, Excelsior Ind Est, Cardiff, CF14 3AX

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Our Complaints Process

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Stage 1: Informal Resolution

- In the first instance, we encourage customers to raise the issue with our customer service team.
- We will attempt to resolve the matter informally within 5 working days.

Stage 2: Formal Complaint

- If not resolved informally, the complaint will be escalated to the Director.
- A written acknowledgement will be issued within 3 working days.
- The complaint will be investigated thoroughly, and a full written response will be provided within 15 working days.

Stage 3: Review & Escalation

- If the customer remains dissatisfied, they can request a review by a senior manager/director.
- A final written response will be provided within 10 working days.

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Our Commitments

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• Complaints will be handled with confidentiality and respect.
• Customers will not be charged for making a complaint.
• Complaints will be logged and monitored to identify trends and improve our services.
• We will act on lessons learned to prevent recurrence.

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External Resolution

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If the matter remains unresolved, customers may seek advice or escalate the issue to external bodies such as:
• Citizens Advice Consumer Service (03454 04 05 06)
• Gas Safe Register (for concerns about gas safety)
• OFTEC (for oil heating concerns)
• The Information Commissioner’s Office (ICO) (for data protection complaints)

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Monitoring and Review

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This policy will be reviewed annually by the Director to ensure it remains compliant with UK regulations and reflects best practice.

 

Products Purchased via Finance

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On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:

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· Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT

· Telephone: 01978 666887 E-mail: info@tradehelp.co.uk

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If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

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What to do if you can't reach an agreement:

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If you are not satisfied with the lender’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of the lender’s final response letter to you.

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They can be contacted in the following ways:

· Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR · Telephone: 0300 123 9 123 · E-mail: complaint.info@financial-ombudsman.org.uk

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Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk