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Complaints Policy

At Elite Loft Conversions, we take pride in providing high-quality loft conversion services and aim to deliver excellent customer service. However, we understand that there may be times when our customers are dissatisfied with our services or have a complaint to make.

If you have a complaint, please let us know as soon as possible by contacting us via email, phone, or in writing. We will do our best to resolve the issue promptly and to your satisfaction.

Our Complaints Procedure:

Initial Contact – In the first instance, please contact us directly to discuss the nature of your complaint. This can be done by phone, email or in writing.

Investigation – We will undertake a full investigation into your complaint to establish the nature and cause of the problem.

Response – We will provide you with a written response to your complaint as soon as possible, detailing our findings, and outlining any actions we intend to take to rectify the issue.

Resolution – We will do our utmost to resolve the complaint to your satisfaction.

Escalation – If you remain dissatisfied with our response, you may request that your complaint be escalated to a senior manager. We will provide you with their details and a timeframe for when you can expect to receive a response.

Further Action – If you are still not satisfied with the outcome, you may choose to refer your complaint to an external regulatory body.

We take all complaints seriously and use them as an opportunity to improve our services. We will ensure that all complaints are handled fairly, promptly, and in accordance with our complaints policy.

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