Complaints Procedure

We would much rather fix a problem than leave you with one. If any part of your kitchen project, your quotation, or the way you have been dealt with falls short, please tell us. Most issues are resolved with a phone call and a site visit.

How to raise a complaint

• Email: hello@kitchenfittersglasgow.com (the fastest route, and it gives us a written record)
• Phone: +44 7868 253586
• Post: Glasgow Kitchen Fitters, Enterprise Park, 147 Drakemire Drive, Glasgow G45 9SA

To help us deal with it quickly, please include:

• Your name, address and a contact number.
• Your quotation or job reference, if you have one.
• What has gone wrong, and the dates involved.
• Photographs, if the issue is something we can see.
• What you would like us to do to put it right.

Stage 1: acknowledgement

We acknowledge every complaint in writing within 3 working days, confirm who is handling it, and tell you what we need from you, if anything.

Stage 2: investigation and response

We investigate, speak to everyone involved including the installation team, and arrange a site inspection where it is needed. We give you a full written response within 14 working days of acknowledgement. If the investigation needs longer, for example because a manufacturer or a specialist report is involved, we will tell you why and give you a revised date, and we will update you at least every 14 days until it is closed.

Our response will set out what we found, what we will do, and by when.

Stage 3: review

If you are not satisfied with the outcome, reply within 28 days and ask for a review. The complaint will be looked at again by the business owner, who will issue a final written response within 14 working days. That is our final position.

Complaints about work carried out by an installation partner

Where your contract for the work is directly with an appointed installation partner, they are responsible for putting workmanship issues right. Tell us anyway. We will pass the complaint to them, chase a response, and stay involved until it is resolved. Where a partner does not meet the standard we expect, we stop working with them.

If we cannot resolve it

• Advice Direct Scotland (consumeradvice.scot, 0808 164 6000) gives free, independent consumer advice in Scotland and can advise on your next steps.
• Trading Standards via your local council can act where a trader has breached consumer law.
• Alternative dispute resolution may be available through an ADR provider, and we will tell you in our final response whether we agree to use one.
• The Scottish courts, including the simple procedure for lower value claims, remain available to you. Nothing here affects your statutory rights.
• Data protection complaints can be taken to the Information Commissioner's Office at ico.org.uk. See our privacy policy.

How we use complaints

We record every complaint and review them regularly so that recurring issues get designed out of the process rather than repeated. Complaint records are kept for 6 years and handled in line with our privacy policy.