Complaints Policy

Acorn Chimney Sweeping Services – Complaint Policy

We shall

11.1. Acknowledge all complaints and offer a course of action to the Customer within 28 days for all complaints.

11.2. Not refer the Customer to subcontractors or manufacturers to resolve the complaint.

11.3. If agreed by the Customer, carry out such remedial action within eight weeks from the date of Customer agreement.

11.4. Endeavour to settle complaints amicably with the Customer.

11.5. Offer Customers full details of why a complaint will not be upheld if relevant.

11.6. If complaints cannot be resolved between you and the Customer, cooperate with an independent ombudsman and comply with any decision in relation to the complaint.