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Complaints Policy

ConservatoryLand Limited
Customer Complaints Policy & Process


The purpose of this policy is to stipulate how we will identify, manage and respond to any complaints received. This will include our regulatory obligations as an FCA regulated firm, but also our commitment to our customers and our endeavour to always provide the best possible service.

Complaint handling forms a key part of our staff training programme and we ensure that all customer facing staff have been trained in how to identify and manage complaints accordingly.

We firmly believe that we provide a first-class service to all of our customers, however, we do understand that sometimes things may go wrong leaving our customers not entirely satisfied.

When we are made aware of any shortcomings in our products or services, we will always respond in a professional and courteous manner, ensuring that all complaints are handled objectively and without undue delay.

The responsibility for complaint handling in our business sits with our Customer Service Manager and will be referred to as such throughout this policy.

Policy Statement

We believe that we provide a first-class service to our customers.

To ensure that this statement remains true we will proactively:

– Provide each Customer with a copy of our “How to Complain” leaflet when they first do business with us;

– Train all of our staff to identify and handle complaints, but also to understand the importance of our complaint management system;

– Respond positively and professionally if our Customers do complain; and

– Learn from any feedback provided by our Customers and amend our processes if appropriate to avoid repeat complaints.

This policy will cover the handling of both eligible and ineligible complaints. The FCA define an eligible complaint as, ‘Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service’.

For our business, eligible complaints will only be complaints relating to the finance products we offer to our customers as a credit broker. For these complaints we have strict regulations and time limits which we are aware of and must adhere to. This policy stipulates how we will ensure we are meeting these regulatory requirements.

Eligible complaints must also be from an eligible complainant, which would be one of our customers, or someone who has been appointed to act on behalf of our customer.

Ineligible complaints are all other complaints which do not meet the FCA definition and are not linked to our regulated activity of credit broking. These are not covered by FCA regulations, however we will endeavour to handle these in much the same way as we would an eligible complaint, to ensure complainants are kept informed of the status and progress of their complaint. Ineligible complaints can include but are not limited to; complaints about the standard of customer service or complaints about the timeliness and tidiness of our delivery staff.

Handling Complaints

Customers can make a complaint free of charge by any reasonable means (letter, email, telephone call, personal visit).

When we receive a complaint from a Customer we will immediately start to collate the information we need to complete the Complaint Management Form.

Our first step is to assess whether the complaint points raised relate to us or a 3rd party, such as the lender who provides the loan to the customer or an independent contractor installing our products, and whether the complaint is an eligible complaint from an eligible complainant.

After the initial information has been collected, the Customer Service Manager will assign the complaint to an appropriate member of staff. The designated person will not have any conflicts of interest in managing and investigating the complaint. All complaints will be investigated competently, diligently and impartially so we can be sure that we are able to treat our customers fairly.

Following the steps shown on the following ‘process flow’, the complaint will be thoroughly investigated and the Customer will be kept appraised by the agreed communication method on a regular basis.

Once the complaint has been fully investigated the Customer Service Manager will authorise any appropriate action which may or may not involve compensating the customer.

Steps Taken to Resolve Complaints

We will endeavour to resolve complaints in a timely manner and to the satisfaction of all concerned.

This means we will aim to resolve all complaints quickly while making certain they are also investigated thoroughly, to reassure customers that their complaints have been reviewed fully and the resolution is well founded.

The following standards have been agreed throughout our business and are in line with our regulatory obligations:

  • If a 3rd party is solely responsible for the complaint or the reasons for the complaint, we will refer the complaint to them within 5 business days and write to the customer to make them aware of this.
  • If a 3rd party is jointly responsible for the complaint with us, we will refer the complaint to them within 5 business days, write to the customer to make them aware of this, and then investigate and handle the complaint points relating to us as per our normal process.
  • If we are able to resolve a complaint within 3 business days, we will issue the complainant with a summary resolution letter detailing our resolution and advising the customer of their right to refer the complaint to the Financial Ombudsman Service.
  • For every complaint received that cannot be resolved within 3 business days, we will issue the complainant with an acknowledgement letter within 5 business days, along with a copy of our complaints procedure.
  • We will advise the complainant on each communication when they can expect to hear from us next.
  • If after 4 weeks we are still not in a position to resolve a complaint, we will issue the complainant with a ‘4 week holding letter’ advising why we are not yet in a position to resolve the complaint.
  • We will endeavour to resolve complaints in a timely manner and within 8 weeks as a maximum.
  • If we cannot resolve a complaint within 8 weeks then we will remind complainants of their right to refer their complaint to the Financial Ombudsman Service.
  • All complaints received and resolved will be recorded so we are able to identify trends and make the necessary business changes to improve the services to our customers and prevent repeat occurrences.

Policy Reviews

This Policy Statement, along with any supporting documents, will be reviewed at least once a year and amended as required to ensure it remains up to date with any regulatory or internal business changes.

Last review by David Bingham on 11/06/2020.



“I was very satisfied with the all round service I received from ConservatoryLand. The staff were very helpful, particularly Customer Service/Sales.”
“We ordered a 6m x 1.5m DIY Conservatory Land lean to kit to replace a rotten porch and provide better insulation along a barely insulated outer wall and across a single glazed window. The ordering process, delivery and support was excellent. The kit was clearly marked with comprehensive instructions that were easy to follow. After 18months insualtion is vastly improved”
“We are very happy with the Professional service and product supplied by Conservatory land. The advice and after sale support service were second to none, and all our questions regarding the build were answered very quickly by there technical team who were always on hand if we needed them. They delivered on time and designed a product around our needs and to our budget.”
“Very satisfied. Service,and after sales service exelent. First class product.”
“I am happy to leave positive feedback for my experience with conservatoryland. I am sitting in my new conservatory right now as I write this, looking out onto my garden. The technical team were on hand all the way to ensure that my conservatory went together quickly & easy. I'm so pleased with the final product & my neighbour was so impressed, he has since gone onto order too! ”
“Excellent customer service. Highly recommended.”
“We were 100% satisfied with the product and the ease of installation was precisely as described and would have no hesitation in recommending Conservatory Land to anybody considering buying and installing their products. We ordered a gable end design of conservatory with the conservabase.”
“Conservatory Land are value for money, well constructed, we self built ours. From design to finish they are with you all the way. Superb after sales service. Praise to Will at sales stage then Richard with final design requirement's & Dave Boot with his fantastic Knowledge, help & advice whilst constructing our Conservatory, first class, well done all the ConservatoryLand team”
“Very happy with the product and staff were professional and helpful ”
“Excellent service from the very first request for their brochure, to delivery on our specified date. Driver most helpful stacking all the parts of the conservatory safely, until our builder came to put it together. He was most impressed with, this being the first conservatoryland one he had done. I would thoroughly recommend ConservatoryLand.”
“We're delighted with our 3.6 x 2.7 Edwardian style conservatory. Our basic conceptual ideas were fabricated by Conservatory Land to our specifications,offering excellent quality & value.The staff were very friendly and helpful,any queries which arose concerning the construction were dealt with quickly & efficiently allowing us to continue our project. It's an asset to our home.”
“Conservatory Land are the best when it comes to self-build conservatories. My partner (who built it) and I are 100% satisfied with the quality and customer service we received from start to finish. I do, and will continue to recommend ConservatoryLand as a company who offers quality materials to construct your build and excellent customer service throughout the whole process.”
“Firstly I would like to thank Conservatory Land for an excellent product the quality of which is superb. I took down an old conservatory and it was like comparing chalk with cheese, our new conservatory oozes quality. ”
“We have had our conservatory for over two and a half years now and are very pleased with the product. We use the conservatory as an extension to our kitchen/ dinner for entertaining and relaxing. It gives light and space to our dining room. The special roof glass is self cleaning and keeps the conservatory cool in summer. Excellent service by Conservatory Land”
“Very satisfied, am now reaping the benefits of my smart new conservatory. ”
“Excellent We have first product from you and we are very happy for it. Quality is high level and there was no problem to make some changes.Friendly deliver man including. Thanks”
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