Complaints Procedure

Our complaints policy

We are committed to providing a high level of service to all our customers. When something goes wrong, we need you to tell us about it. This will help us improve our service.

We are committed to being responsive to the needs and concerns of our customers and to resolving your complaint as quickly as possible.

This policy has been designed to give guidance to both our staff and customers on the way we will receive and manage a complaint.

We are committed to being consistent, fair, and impartial when handling your complaint.

Definition of a complaint

An expression of dissatisfaction from a customer relating to the service provided by ProDoor UK Ltd

If you have a complaint

If you have a complaint, please contact us via email servicenorth@prodoor.co.uk with the details.
We have up to 2 weeks to consider your complaint but will endeavour to respond sooner.

What will happen next?

• We will acknowledge your complaint within 1 working day
• We will then investigate your complaint. This will normally involve passing your complaint to the relevant Manager who will review and will speak to the member/members of staff involved.
• We will then send you a detailed reply to your complaint which will include suggestions for resolving the matter, within 2 weeks.
• If you are not happy with the resolution suggested, we will invite you to a meeting to discuss and hopefully resolve your complaint.
• At this stage if you are still not satisfied, you should contact us again and we will arrange for our Managing Director to review the decision.