Our Policy:

  • All our staff are aware of our complaints procedure and know what to do if a complaint is received.
  • If you have a complaint regarding a member of staff or the products and services we have provided, we want to know about it and will endeavour to resolve as quickly as possible.
  • We aim to investigate all complaints fairly, efficiently and in a reasonable timeframe. All complaints will be handled in a consistent manner.
  • Complaints will be treated sensitively, confidentially and in accordance with the HIES Scheme Rules and Code of Practice, which is the Consumer Code we adhere to (You will have received a copy of these with your contract) and the Data Protection Act.
  • We aim to resolve complaints effectively and will ask whether you are satisfied with the resolution and if your complaint was handled fairly and appropriately.
  • We view complaints as positive feedback and, where appropriate, will act constructively to avoid a recurrence. Complaints are reviewed regularly to identify trends, which we may need to investigate further.
  • Complaints can be made verbally (by telephone or in person) and by email or letter.
  • When we receive a complaint the complaint handler, (Paula Fletcher), will record it in the complaints log.
  • Your complaint will be delegated to a suitable member of staff for investigation. They will acknowledge in writing within 3 working days of receipt, confirming who they are and when you can expect a further response.
  • We endeavour to complete investigations and reach a satisfactory resolution within two weeks of receipt. In the unlikely event that the investigation takes longer, we will send you a progress report with an anticipated date for a final response, not more than 2 weeks later.
  • The final response will contain details of actions taken during the investigation, the findings and resolution.
  • If at any time you are not satisfied with how we are handling your complaint, you may refer your case to HIES, to request mediation, by telephoning 0344 324 5242.
  • If all avenues have been exhausted and you remain unhappy, you can refer your case to The Ombudsman, who is entirely independent.
  • The implementation of this policy and overall responsibility lies with senior management, who will review on a regular basis and update if necessary.

Adopted on ………………9/5/2011………………………..

Last reviewed……………8/1/2018………………………..

How to make a complaint:

Stage 1.

We aim to resolve complaints as quickly as possible and believe that, in most cases, complaints can be resolved informally. As such please contact us as soon as possible if you have a grievance.

If you contact us by telephone or in person, make a note of the person you have spoken to.

Make a note of any resolution offered immediately and whether you are satisfied with the outcome.

If you are not happy with the resolution offered, you may take the complaint to the formal stage.

Stage 2.

Record your complaint in writing and send to In2gr8ted Solutions Ltd, 25 Cuerdale Lane, Walton le Dale, Preston PR5 4BJ

You will receive an acknowledgment within 3 working days of receipt of your written complaint.

Please include your telephone number and e mail address. We may contact you by telephone to ensure that we have understood your complaint properly.

Your complaint will be recorded in our complaints' log, and assigned for investigation

You will receive a detailed response within 13 working days of receipt of your complaint, unless the investigation takes longer, which may involve a site visit.

In which case you will receive a progress report and an expected date for when you will receive a final reply. This will be no longer than 14 working days later.

Stage 3.

If you are unhappy with the resolution you may refer your complaint to our Consumer Code by writing to HIES at Astley House, 29 Queens Road, Chorley, Lancashire PR7 1JU or

HIES will arrange for a mediator/conciliator to investigate your complaint and seek to broker an agreed resolution. Mediation and Conciliation are voluntary dispute resolution processes, that may require an Independent Expert report. This service is entirely free to you.

Stage 4.

If Mediation and Conciliation do not reach a resolution you may take your complaint to The Ombudsman, who will investigate the case independently and reach a binding resolution. A brochure detailing “HOW THE OMBUDSMAN INVESTIGATES COMPLAINTS” is available on request. You are entitled to approach Ombudsman Services at any time during the complaints process, if you are unhappy with progress.

You may do this by writing to Ombudsman Services Home Improvement at PO Box 1124, Warrington WA4 9GH or