Complaints Procedure

AV Installs Ltd Complaints Procedure

AV Installs LTD always aims to provide customers with a consistent professional and reliable service at all times. If however you are unhappy with the service you have received this guide below will let you know how you can get in touch with us and how we will handle and deal with your complaint or issue.

Our Promise

Once we have received full details of your complaint our promise is that we will normally take no longer than 48 hours to confirm that we have received your complaint and will take no longer than 5 days to respond fully to your issue. There may be occasions where we will require additional information or further response from you to complete our own internal investigations. When this is the case we will allow a further 14 days for your response and we will notify you of this.

How to make a complaint

You can make a complaint by contacting Boyd Breen directly at the following email address or by any of the methods on our contact us page. If you contact us through the AV Installs website or in writing please provide us with full details of your complaint. If we require further information we will notify you using your preferred method of contact. If you choose to contact us by phone please have the details of your complaint available. For some complaints you may be required to email a full description and AV Installs will let you know the appropriate process to follow. If you are contacting us on behalf of another person, AV Installs may ask you to provide proof of that person's consent to your handling their complaint. Once AV Installs have received your complaint, AV Installs will record your details in our complaint file and provide you with a unique reference number that identifies you and your complaint. AV Installs preference is to deal with complaints on the phone but if you prefer AV Installs will deal with your complaint at any stage through email or by letter upon your request.

Further Information

If you require independent advice about your rights as a consumer or how to progress a complaint, you can contact Consumer Direct. Consumer Direct is a service operated by the Office of Fair Trading. They offer practical advice via the telephone and on-line If for any reason you are still unhappy or we have been unable to resolve your complaint in a satisfactory way then you can escalate your complaint to your local trading standards office. In the case of the buy with confidence scheme then customers can contact Northamptonshire Trading Standards who are able to offer mediation services and further support for customers in cases of absolute deadlock.

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