Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know.

We want to

  • make it easy for you to tell us what went wrong;
  • give your complaint the attention it deserves;
  • resolve your complaint without delay; and
  • Provide you with the right outcome to your complaint

How & where to complain

If you are not satisfied with any aspect of our service or products you can tell us in the following ways:

In person – call into our office at the address shown overleaf. We are open 9am-4pm Monday to Friday

In writing – write to us and address your letter to Granite Zone Ltd, Unit 2a Edelle Trading Estate, Quebec Street, Oldham, OL9 6QJ.

By telephone – call us on 0330 016 0000 during our office hours and ask for the Customer Services Department.

By email – jade@granitezone.com

How long will it take?

We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation.

Please see timeframes below:

  • We will advise the complainant on each communication when they can expect to hear from us next.
  • If after 4 weeks we are still not in a position to resolve a complaint, we will issue the complainant with a ‘4 week holding letter’ advising why we are not yet in a position to resolve the complaint.
  • We will endeavour to resolve complaints in a timely manner and within 8 weeks as a maximum.
  • If we cannot resolve a complaint within 8 weeks then we will remind complainants of their right to refer their complaint to the Financial Ombudsman Service (see below). Alternatively we are members of Which? Trusted Trader who operate a resolution service (see below)
  • All complaints received and resolved will be recorded so we are able to identify trends and make the necessary business changes to improve the services to our customers and prevent repeat occurrences.
  • If a 3rd party is solely responsible for the complaint or the reasons for the complaint, we will refer the complaint to them within 5 business days and write to the customer to make them aware of this.
  • If a 3rd party is jointly responsible for the complaint with us, we will refer the complaint to them within 5 business days, write to the customer to make them aware of this, and then investigate and handle the complaint points relating to us as per our normal process.

If we cannot resolve your complaint

If we are unable to resolve your complaint within 8 weeks, we will:

– Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown overleaf.

Financial Ombudsman Service

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk

Which Dispute Ombudsman Service

You should only submit an application with us after you have spoken both to the trader and Which? Trusted Traders you will need a reference number from Which? Trusted Traders in order to submit your complaint.

Once you have the reference number you can raise a dispute with us on the following page of our website , alternatively, you can download and print a form, or call us on 0333 2413209 and the Ombudsman will post or e-mail one out to you. If you decide to submit a complaint by post, please mail it to: Dispute Resolution Ombudsman, Premier House, First Floor, 1-5 Argyle Way, Stevenage, Hertfordshire. SG1 2AD. Alternatively, you can e-mail us your application to info@disputeresolutionombudsman.org.

Which Trusted Trader Resolution Information

Please note that Dispute Resolution Ombudsman is not a regulator and we cannot penalise endorsed traders except when they breach the scheme’s Code of Practice or Which? Trusted Traders’ Code of Conduct. The awards will be proportionate and will take into account all of the facts in the complaint. If the Ombudsman decides to make an award, and you accept it, it is expected that the trader takes the action required within 28 days. If a financial award is needed, this will be an amount that it is considered to be fair by the Ombudsman, and appropriate to the individual complaint. We can award up to £10,000 (this does not include the purchase price of the goods/services that were bought).