ADEVA Home Improvements Ltd – Complaints Policy
At ADEVA Home Improvements Ltd., we pride ourselves on providing our customers with exceptional service. However, we understand that occasionally things can go wrong. When they do, in the first instance you should raise your concerns via a customer service enquiry form here.
Complaints will be processed by the third business day.
After we have processed your complaint we will issue you with a written communication, called a ‘summary resolution communication’ acknowledging that you made a complaint to us and setting out that the complaint has been resolved along with any specific details relating to the specific complaint.
If you are still dissatisfied with your initial complaint and wish to make a formal complaint, please follow the steps outlined below.
All complaints are taken extremely seriously, and we aim to resolve them where possible within any manufacturing/supplier’s recommendations.
The time that this will take depends on the nature of the complaint e.g. whether replacements are required etc but we aim to resolve this within 8 weeks wherever possible. We will keep you fully updated throughout and where we have reason to believe we may surpass the 8-week deadline, we shall inform you of this.
Please note that we can only progress complaints which are within the ADEVA Home Improvements Ltd. guarantee period.
Please see below the process in raising a formal complaint:
Step 1 – Formal Complaint
You can contact us to raise a formal complaint here.
You can also write to us at ADEVA Home Improvements Ltd., Unit 15, Hedgend Industrial Estate, Shuart Lane, St Nicholas at Wade, Kent. CT7 0NB.
Email: info@adevahome.co.uk
Tel no.: 01843 848468 (Office hours are Monday-Friday 8am to 4pm).
It is important that you provide:
Your name, address, email address and contact telephone number
Any order or other reference number you may have
Exactly what went wrong, including when it happened, what happened, and who was involved
Photographs of the issue if possible
How you would like us to resolve the matter
Once we have received a formal complaint from you, this is what will happen next:
A representative of ADEVA HI Ltd. will manage your complaint to resolution and will be your point of contact throughout.
A written acknowledgement of your complaint will be sent to you by email (or post if we don’t have an email address for you) within 2 working days. This will detail the issues that you have reported.
Step 2 – Investigation and Resolution
The investigation of your complaint will be undertaken by the ADEVA HI Ltd. representative who will liaise with the relevant department(s) responsible for the issue you have raised and work with them on a resolution plan.
If your complaint relates to workmanship or product quality, it is likely that an inspection will need to be booked. Following the inspection, if any rectification work is required, a report will be drafted, detailing exactly what is planned. This will be shared with you to ensure that you agree that there is nothing missing from the report.
Once any parts and/or replacements are received at our offices and have been checked, an appointment will then be made with you, for the work to be carried out. We will call you again on the day before your appointment, to ensure that you are still in agreement with the works that are planned and that nothing further needs to be added.
Step 3 – Outcome & Closure
If your complaint has meant that we’ve needed to return to rectify any issues with the installation, we will call you on the day after your appointment, to ensure that you are happy with the work completed.
Once you confirm that any outstanding issues have been rectified to your satisfaction, we will then provide a final outcome report which will detail what went wrong and what we have done in rectifying the complaint.
If, after investigating, we find that any part of your complaint is unjustified (for example by ADEVA HI Ltd. responding and resolving any minor issues promptly), we will provide a written explanation.