Complaints procedure
If something has gone wrong, tell us and we will put it right where we can. This procedure applies to every customer, trade or homeowner.
1. How to complain
Email info@metallicoltd.com, call 020 8539 1717, or write to us at Unit 8-12 Roxwell Trading Park, Argall Avenue, Leyton, London E10 7QY. Please give:
- your name and the job number or order reference;
- what went wrong, with photos if you can;
- what you would like us to do.
For shortages, wrong items or transport damage, please tell us within 2 working days of delivery or collection. For other defects, tell us within 14 days of finding them, and where possible before the steelwork is altered, fixed in place or covered up, so we can inspect it (see section 8 of our terms and conditions).
2. What happens next
- We acknowledge it within 2 working days and tell you who is dealing with it.
- We look into it. We check the drawings, approvals, delivery notes and photos, and may ask to inspect the steelwork on site or at our workshop.
- We reply in writing within 10 working days with what we found and what we will do. If we need longer, we will tell you why and when to expect our reply.
3. If you are not happy with our reply
Ask for your complaint to go to a director. The director will review it and send our final response within 10 working days.
4. If we still cannot agree
If you are a homeowner, you can get free, independent advice from the Citizens Advice consumer service on 0808 223 1133.
5. Complaints about your personal information
We acknowledge these within 30 days and tell you the outcome without undue delay. See our privacy notice, which also explains how to contact the Information Commissioner’s Office.
6. How we learn from complaints
We keep a record of every complaint and what we did about it, and review them to improve our work. Making a complaint does not affect your legal rights.