Complaints Policy

At Ace Loft Conversions, we take great pride in delivering high-quality loft conversion projects that meet and exceed our clients’ expectations. However, we also understand that sometimes things may not go according to plan, and our clients may have concerns or complaints about our services. That’s why we have established a clear and transparent complaints policy to address any issues that may arise.

How to raise a complaint

If you have a complaint or concern about our services, please let us know as soon as possible. You can do so by contacting our customer service team via email or phone, or by filling out our online complaints form. We will acknowledge your complaint within two working days and provide you with a reference number for future reference.

Investigating your complaint

Once we receive your complaint, we will investigate the matter thoroughly to understand the issue and take appropriate action. We will assign a dedicated complaints handler to your case, who will liaise with you throughout the process and keep you informed of the progress.

Resolving your complaint

We aim to resolve all complaints as quickly and efficiently as possible, and to the satisfaction of all parties involved. Depending on the nature and complexity of the complaint, we may need to conduct further investigations, seek advice from external sources or arrange a site visit to assess the situation. We will keep you updated on our progress and inform you of our proposed solutions.

If we find that we have made a mistake, we will apologize and take the necessary steps to rectify the situation. If we find that the complaint is unfounded or unjustified, we will explain our position and provide you with reasons for our decision.

Escalating your complaint

If you are not satisfied with our proposed solution or the way we have handled your complaint, you can escalate the matter to our management team. They will review the case and provide you with a final response within ten working days.

If you are still not satisfied with the outcome, you can contact an independent dispute resolution scheme or seek legal advice.

We take all complaints seriously, and we use them as an opportunity to improve our services and processes continuously. We value your feedback and strive to maintain our reputation as a reliable and trustworthy loft conversion company.

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