Vale Verandas

Legal

Financial complaints procedure

JMP Group Limited, trading as Vale Verandas.

1. Our promise to you

  1. 1.1If you're not completely happy with our service we'd like to hear about it so we can do something to put it right.
  2. 1.2We do everything we can to make sure our customers get the best products and service possible; however, sometimes we understand that we may not get things right. If this happens, please let us know.
  3. 1.3
    We want to:
    1. 1.3.1make it easy for you to tell us what went wrong;
    2. 1.3.2give your complaint the attention it deserves;
    3. 1.3.3resolve your complaint without delay; and
    4. 1.3.4provide you with the right outcome to your complaint.

2. How & where to complain

  1. 2.1If you are not satisfied with any aspect of our service or products you can tell us in the following ways:
  2. 2.2
    In person — call into our office at Unit 4, Junction Industrial Centre, Pontyclun CF72 9ES.
  3. 2.3
    In writing — write to us and address your letter to The Managing Director, Unit 4, Junction Industrial Centre, Pontyclun CF72 9ES.
  4. 2.4
    By telephone — call us on 01446 310 103 during our office hours and ask for the Customer Services Department.
  5. 2.5
    By email — using this email address enquiries@valeverandas.co.uk.

3. How long will it take?

  1. 3.1We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation.
  2. 3.2
    Please see our timeframes below:
    1. 3.2.1If we are able to resolve a complaint within 3 business days, we will issue you with a summary resolution letter/email detailing our resolution and advising you of your right to refer the complaint to the Financial Ombudsman Service.
    2. 3.2.2For every complaint received that cannot be resolved within 3 business days, we will issue an acknowledgement letter/email within 5 business days, along with a copy of this complaints procedure.
    3. 3.2.3We will advise you on each communication when you can expect to hear from us next.
    4. 3.2.4If after 4 weeks we are still not in a position to resolve a complaint, we will issue a '4 week holding letter' advising why we are not yet in a position to resolve the complaint.
    5. 3.2.5We will endeavour to resolve complaints in a timely manner and within 8 weeks as a maximum.
    6. 3.2.6If we cannot resolve a complaint within 8 weeks then we will remind you of your right to refer your complaint to the Financial Ombudsman Service.
    7. 3.2.7All complaints received and resolved will be recorded so we are able to identify trends and make the necessary business changes to improve the services to our customers and prevent repeat occurrences.
    8. 3.2.8If a 3rd party is solely responsible for the complaint or the reasons for the complaint, we will refer the complaint to them within 5 business days and write to you to make you aware of this.
    9. 3.2.9If a 3rd party is jointly responsible for the complaint with us, we will refer the complaint to them within 5 business days, write to you to make you aware of this, and then investigate and handle the complaint points relating to us as per our normal process.

4. If we cannot resolve your complaint

  1. 4.1If we are unable to resolve your complaint within 8 weeks, we will send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response.
  2. 4.2Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service.

5. The Financial Ombudsman Service

  1. 5.1If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.
  2. 5.2The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
  3. 5.3Telephone: 0800 023 4567.
  4. 5.4Email: complaint.info@financial-ombudsman.org.uk.
  5. 5.5Further information can be obtained from the Financial Ombudsman Service's website at www.financial-ombudsman.org.uk.

6. Contact

  1. 6.1If you have any questions about this procedure, please contact us by email at enquiries@valeverandas.co.uk or by phone on 01446 310 103.
  2. 6.2JMP Group Limited reserves the right to change this procedure as we may deem necessary from time to time or as may be required by law. Any changes will be posted on this website.

Questions about this procedure? Contact us.