WDI GROUP (SURREY) LTD
COMPLAINTS & REMEDIAL WORKS PROCEDURE
WDI Group (Surrey) Ltd aims to provide work with reasonable care and skill and to deal with concerns fairly, promptly and professionally. This procedure explains how a customer should raise a complaint and how WDI Group will investigate it. Nothing in this procedure affects statutory rights.
1. RAISING A COMPLAINT
Customers should contact WDI Group as soon as reasonably practicable after becoming aware of a concern. Please provide the customer name, property address, job or invoice reference where available, a clear description of the issue and any useful photographs, videos or supporting information.
2. ACKNOWLEDGEMENT
WDI Group will acknowledge a formal complaint within a reasonable period and will identify any further information required to investigate it.
3. INITIAL REVIEW
WDI Group will review relevant quotations, job notes, photographs, certificates, communications and other available records. Where necessary, we may arrange an inspection of the work or equipment concerned.
4. OPPORTUNITY TO INSPECT
Where a customer alleges defective workmanship, WDI Group must be given a reasonable opportunity to inspect the alleged defect before another contractor alters or removes the relevant work, except in a genuine emergency or where otherwise required by law.
5. OPPORTUNITY TO REMEDY
Where WDI Group accepts that an issue results from our workmanship or another obligation for which we are responsible, we will be given a reasonable opportunity to carry out an appropriate remedy. The appropriate remedy will depend upon the circumstances and the customer's legal rights.
6. THIRD-PARTY REMEDIAL WORK
Except in a genuine emergency or where otherwise required by law, a customer should not instruct another contractor to undertake remedial work at WDI Group's cost without first notifying WDI Group and providing a reasonable opportunity to inspect and, where appropriate, remedy the issue. WDI Group cannot accept automatic liability for third-party costs incurred without that opportunity.
7. EMERGENCIES
Where immediate action is reasonably necessary to prevent danger or significant further damage, the customer should take reasonable steps to make the situation safe and notify WDI Group as soon as practicable. The customer should retain photographs, reports, invoices and any removed parts where reasonably possible.
8. PRE-EXISTING OR UNRELATED FAULTS
An issue occurring after WDI Group's attendance does not necessarily mean it resulted from WDI Group's work. Existing systems may contain pre-existing defects, deterioration or unrelated faults. Where investigation establishes that a reported issue is unrelated to WDI Group's workmanship, any attendance, diagnosis or remedial work may be chargeable in accordance with the applicable Terms & Conditions.
9. MANUFACTURER OR PRODUCT FAULTS
Where a problem concerns a product or component rather than WDI Group's workmanship, the applicable manufacturer or supplier warranty may apply. Labour, attendance, access, diagnosis, removal, refitting or other costs may remain chargeable where they are not covered by WDI Group's obligations or the applicable warranty.
10. CLIENT-SUPPLIED PRODUCTS
Products supplied by the customer are not covered by a WDI Group product warranty. Where the complaint relates to a customer-supplied item, the customer may need to pursue the supplier or manufacturer. WDI Group labour required to diagnose, remove, replace or refit such products may be chargeable.
11. INVESTIGATION OUTCOME
Following reasonable investigation, WDI Group will explain its findings and, where appropriate, the proposed next steps. These may include remedial work, further investigation, referral to a manufacturer, a quotation for unrelated/additional work, or an explanation as to why WDI Group does not accept responsibility for the matter raised.
12. TIMESCALES
Some complaints can be resolved quickly. Others may require site inspection, parts, manufacturer involvement, specialist testing or information from third parties. WDI Group will aim to progress complaints without unreasonable delay and will keep the customer reasonably informed where resolution takes longer.
13. SNAGGING
Minor snagging items should be reported within a reasonable period after completion. Minor snagging which does not prevent reasonable use of the completed work will normally be dealt with through the snagging/remedial process and does not automatically justify withholding the entire outstanding contract balance.
14. PAYMENT DISPUTES
Where only part of the works is genuinely disputed, the customer should pay any undisputed amount when due, subject to their legal rights. WDI Group will address the disputed element through this procedure.
15. RECORDS
Customers are encouraged to keep copies of quotations, invoices, certificates and correspondence. WDI Group may retain appropriate job records and complaint correspondence in accordance with its legal and business requirements.
16. ESCALATION
If a customer remains dissatisfied after WDI Group has completed its internal review, the customer may request that the matter be reviewed again by a senior representative of WDI Group. Where an applicable trade body, competent-person scheme, manufacturer process, insurer, alternative dispute resolution service or other formal route is available and appropriate, details may be provided where relevant.
17. LEGAL RIGHTS
This procedure does not prevent a customer from exercising any statutory or legal rights. Nothing within it excludes or restricts any liability or remedy which cannot lawfully be excluded or restricted.
18. CONTACT
Complaints should be submitted to WDI Group (Surrey) Ltd using the contact details shown on the relevant quotation, invoice, website or other contract documentation. Including the job reference and property address will help us identify the matter promptly.