Complaints Policy

At K & S Home improvements ltd each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times. 

We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.

Our process

• 1. Customer calls / writes into Head Office with complaint
• 2. Call is logged on database: date called in, complaint etc
• 3. Inform relevant department of complaint and investigate
• 4. Implement new procedures if necessary to eliminate further complaints
  (8 weeks)
• 5. Deliver corrections and ensure customer satisfaction
  (3 weeks)
• 6. Call customer back with feedback from complaint and organize corrective response
  (24 hours).

1) We will acknowledge your complaint promptly within 1 working days of receipt.

2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR
You must refer your complaint to the Financial Ombudsman with 6 Months of the date on the final response.

This policy was last reviewed October 2025.