Our commitment to our customers

At SWD Essex, each of our customers is important to us and we firmly believe all have the right to a fair, swift and courteous service at all times. All complaints in the first instance should be sent through to Once in receipt of a complaint, we will deal with it promptly, effectively and in a positive manner.

SWD Essex’s Complaints Procedure

1) We will acknowledge your complaint promptly within five (5) working days of receipt.

2) We will investigate your complaint and endeavour to send a response to you within four (4) weeks of receipt of your complaint. If we are unable to provide you with a response within this time we will send you an update.

3) We will endeavour to send a final response to you within eight (8) weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can
expect a final response.

4) If more than eight (8) weeks from the date of your complaint has past and you haven’t received a final response or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
E14 9SR

You must refer your complaint to the Financial Ombudsman within six (6) months of the date on the final response.

Please be aware that any compensation requests will be at the sole discretion of Design House Maidstone Ltd, in line with our terms of business. Furthermore, no compensation will be offered or considered for rearranged installations due to circumstances outside of our control (e.g. staff sickness).


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