OKOHAUS UK LIMITED COMPLAINTS PROCEDURE

At okoHaus UK Limited, we value our customers' satisfaction and aim to provide exceptional service at all times. We understand that complaints may arise occasionally, and we are committed to resolving them promptly and efficiently. Our complaints procedure is designed to ensure that all issues are addressed professionally and to the best of our abilities. Please follow the steps outlined below if you have a complaint:

 

Step 1: Informal Communication

If you have a concern or complaint, we encourage you to first try and resolve the matter informally. Contact the sales representative, project manager, or customer service representative you have been dealing with during your window installation or purchase process. They will listen to your issue and attempt to find a resolution to your satisfaction.

 

Step 2: Formal Complaint

If the informal communication does not resolve the matter or you prefer to make a formal complaint from the outset, you can do so by writing an email or letter addressed to our Customer Service Department. Please include the following details in your formal complaint:

 

• Your name and contact information

• Date of purchase or installation

• Description of the issue or complaint

• Any relevant documentation or photographs to support your complaint

 

Send your formal complaint to:

Email: hello@okoHaus.co.uk

Address: okoHaus UK Limited, The Beet House, Home Farm, Main Road, Woolverstone, Ipswich, IP9 1AJ

 

Step 3: Acknowledgement

Upon receiving your formal complaint, we will acknowledge it within two business days, either by email or a written letter. This acknowledgement will include the name and contact details of the person handling your complaint.

 

Step 4: Investigation

Your complaint will be thoroughly investigated by our Customer Service Department. This may involve contacting the relevant employees, reviewing documentation, and assessing the situation to understand the issue better.

 

Step 5: Resolution

Once the investigation is complete, we will promptly contact you to discuss the findings and present a proposed resolution. If the resolution is acceptable to you, we will proceed with implementing the necessary actions to resolve the complaint.

 

Step 6: Escalation

If you are dissatisfied with the proposed resolution, you have the right to escalate your complaint. Please contact our Managing Director on 01473 550514 or email: john@okoHaus.co.uk. The Managing Director will review the case and work towards a fair and satisfactory solution.

 

Step 7: External Mediation (Optional)

If the matter remains unresolved after following our internal complaints procedure, you may seek mediation from an external, independent mediator. We will cooperate in good faith with the mediator to reach a resolution.

 

Step 8: Resolution and Feedback

Once a resolution is reached, we will implement the agreed-upon actions promptly. We may also request your feedback on how we handled your complaint and how we can improve our services in the future.

 

We assure you that all complaints will be treated with confidentiality, respect, and fairness throughout the process.

 

Your feedback is invaluable to us as we strive to continuously improve our products and services.