Complaints Policy
Stiltz Ltd does its best to provide high quality products and service to our customers. We have a dedicated Customer Experience Team to identify areas of improvement and we are always reviewing our process’s to help enhance our Customers Journey. However, we recognise that, on rare occasions, there may be times where our customers may not be completely satisfied.
To ensure we are able to quickly put things right, please read our complaints procedure below and be aware we will respond promptly to ensure complete satisfaction.
If your complaint relates to your finance agreement please see below.
WHAT YOU NEED TO DO
As soon you can, after completion of the work, please inspect work undertaken to ensure everything has been carried out to our usual high standards.
In the unlikely event you are not completely satisfied, please contact us as soon as you can so we can rectify any problems. Either call us on 01943 243 137 or write to Customer Resolutions, Building E, Prime Point, Dandy Bank Road, Pensnett Estate, Kingswinford, DY6 7TD, UK or email on customer.experience@stiltz.co.uk
We aim to respond within 72 hours of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.
WHAT IF THE COMPLAINT CAN’T BE RESOLVED?
If we are unable to resolve your complaint using our own complaints procedure, we use an independent third party for dispute resolution. So, in the unlikely event that we cannot remedy your complaint to your satisfaction, you may refer it to our industry governing body, the British Healthcare Traders Association (BHTA).
ABOUT OUR INDUSTRY GOVERNING BODY
The BHTA represents over 450 companies who make and sell products and services within the Assistive Technology sector. The BHTA Code of Practice was the first in the healthcare industry to gain approval from The Chartered Trading Standards Institute.
A condition of BHTA membership is that members abide by the association’s Code of Practice. This means:
- You can expect a high standard of behaviour and service
- Behaviour is monitored
- BHTA members are up to date with legislation and best practice
- Should anything go wrong and can’t be resolved, you can call on the BHTA for assistance
- Independent arbitration is available for resolution of complaints
The BHTA take complaints seriously and will do all it can to sort out your problem, if direct resolution with the company is unsuccessful. This is the process you should follow to help us resolve any issues as quickly and efficiently as possible:
WHAT SHOULD I DO?
First of all, you should raise your concerns with the company. Specifically:
- Telephone the company from whom you bought the product or service straight away to see if your problem can be sorted out
- Keep a note of when you rang and who you spoke to
- Ask them what their complaints procedure is and if relevant, ask for a printed copy
- When writing, keep a copy of your letter(s) and their replies
If, after a reasonable period of time (i.e., not more than three months at most) your complaint has not been resolved, you should consider contacting someone else for help.
WHO CAN HELP ME?
If the company is not a BHTA member, then seek help from Citizens Advice. Their consumer helpline number is 03454 04 05 06, or you can visit www.adviceguide.org.uk
If the company is a BHTA member you can make a written complaint, by letter or by email. The company may display the BHTA logo on their website or paperwork or you can check membership by calling the BHTA on 020 7702 2141 or email bhta@bhta.com. Members are also listed in the Find a Member page on www.bhta.com. Complaints can be submitted below, by email to complaints@bhta.com, or by letter to BHTA, Suite 4.6, The Loom, 14 Gowers Walk, London, E1 8PY. However it is important that you follow the steps listed above in ‘What Should I Do’ prior to contacting the BHTA.
Please also note that BHTA will not be able to intervene if your complaint is being (or has been dealt with) by a court or similar body, or if your complaint relates to a point in time prior to the company concerned becoming a Code member.
When writing to the BHTA, explain simply what has happened. In order to formally pursue your complaint, you must write rather than call. Include copies of as much back-up paperwork, letters etc., as you can, and a record of any telephone calls.
WHAT HAPPENS NEXT?
BHTA will send you a copy of their Code of Practice (which can also be downloaded from the BHTA Code page) and will contact the company concerned for a report. When all the facts have been obtained and reviewed, both parties will be advised of the decision. If you are not happy with the conclusions you have the option of being referred to an independent arbitrator.
DO I HAVE TO ACCEPT THE ARBITRATOR’S DECISION?
No, but if you do reject their findings your only other route is probably through the courts. However, if the arbitrator finds against the company the findings are binding on them.
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can’t reach an agreement
If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.
They can be contacted in the following ways:
· Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
· Telephone: 0300 123 9 123
· E-mail: complaint.info@financial-ombudsman.org.uk
Further details can be found on the Financial Ombudsman Service
website: www.financial-ombudsman.org.uk