We are committed to providing a high standard of service to all of our customers - we always try to do the best we can with the resources we have available, but sometimes mistakes may occur in spite of our best endeavours.

However, we aim to learn from those mistakes and the complaints procedure is seen as a very important part of our continuous improvement programme. We would like to know about any instances where our service has not been satisfactory and you may rest assured that we are committed to resolving any such problems as soon as possible.

Step 1: Informal Dialogue

The first step in dealing with a complaint is for you to contact us by telephone in the first instance. We would hope to be able to resolve most queries or complaints informally at that stage.

Step 2: Formal Complaints Procedure

In the unlikely event that the matter cannot be resolved then, or if you otherwise remain dissatisfied, then we would ask you to make your complaint formally to us.

Timescale for Making a Complaint

We would ask that your complaint be made as soon as possible and in any event in accordance with any contractual requirements (e.g. our Standard Terms and Conditions of Trading).

What Details to Include in Your Complaint

Your complaint must be in writing and should include the following:

1. a clear and prominent heading "Formal Complaint" followed by your organisation/trading name and account reference number;

2. all of our other applicable reference numbers (invoice reference, document reference, site reference, etc.);

3. your details including your name, any organisation or other trading names, address, postcode, telephone numbers, email address, etc.;

4. a summary and full details of your complaint - the full scope of the complaint and what exactly the complaint is should be explicitly clear;

5. where any damages or costs are being sought, include a full, detailed and fully evidenced breakdown;

6. the outcome you would like to see. Of course, this should be both clear and realistic;

7. an explanation of any delays in making the complaint;

What to Send with Your Complaint

It should be accompanied, where applicable, by:

1. full copies of all relevant Anderstore Group documentation (e.g. originating paperwork, invoices, correspondence, etc.);

2. full copies of any and all relevant Complainant documentation, pictures, etc.;

3. full unaltered written copies of any information from any third-party (e.g. the Fire Brigade, health & safety inspectors, our competitors, etc.);

4. full copies of all other relevant documentation and evidence;

5. witness statements of any and all witnesses. These should fulfil the requirements of the Court and should:

   1. be clearly and properly headed;

   2. start with the full name of the witness, their address and occupation and the line “say as follows:” (e.g. “I, John Robert Smith, builder, of 28 High Street, Anytown, AN1 1AN say as follows:”);

   3. consist of numbered paragraphs;

   4. identify any relationship of the witness to yourselves or the complainant (e.g. “1. I am an employee of the Complainant…”);

   5. include a statement to the effect that “2. I make the statement from facts and matters within my own knowledge save as otherwise indicated. Where I state matters of information or belief, I give the source of that information or belief”;

   6. contain everything relevant which the witness can remember (e.g. times, dates, locations, parties, contexts);

   7. be set out in an orderly and easily understandable sequence (e.g. chronological);

   8. where helpful, include other details, even things perhaps not directly relevant, about any applicable events or occasions;

   9. where helpful, include reasons as to why a witness might particularly recall certain things;

   10. include assessments of the reliability of recollection wherever the witness is not sure about some detail (e.g. “Whilst I am not certain, I seem to recall that…”);

   11. include times and dates as best as the witness is able to remember (e.g. “…sometime in the morning of Thursday 16 June 2010…”);

   12. wherever a witness statement includes things which the witness believes but did not actually witness, include a record to that effect (e.g. “Whilst I did not see, I believe that…”);

   13. finish with a single paragraph which says "I believe that the facts stated in this witness statement are true. I understand that proceedings for contempt of court may be brought against anyone who makes, or causes to be made, a false statement in a document verified by a statement of truth without an honest belief in its truth"; and

   14. be signed and dated by the witness below the above paragraph; and

6. a chronology for more complex cases;

How to Send the Complaint to Us

This should be sent to us at the usual contact details by recorded delivery or any other means that provide proof of delivery.

Step 3: Our Next Action

We will aim to send a response to you within five working days of receiving your complaint. Where applicable, the response will normally detail any further information or assistance we may require and inform you of the next steps.

Requests for Further Information or Action and Payment of any Charges

We may write asking:

• for further information;

• for any payments we are entitled to;

• to inspect the work, equipment or your premises; and

• for any Quality Audits to be accompanied by a third party (e.g. BSI);

where applicable, and in accordance with any applicable terms and condition

General Notes

This procedure is without prejudice to any additional contractual and statutory rights of the Company. You should always ensure that any complaints made are made in accordance with any contractual obligations, including those se out in our Standard Terms and Conditions of Trading.