COMPLAINTS PROCEDURE

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OUR COMMITMENT

Longnor Heritage Ltd is committed to providing high-quality workmanship and customer service. If you are dissatisfied with our work or service, please tell us so that we can investigate the matter and, where appropriate, put things right.

We will handle complaints fairly, promptly and respectfully. Making a complaint will not affect your warranty or your legal rights.

HOW TO MAKE A COMPLAINT

You can make a complaint using any of the following methods:

Email: Warranty@LongnorHeritage.co.uk

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Post:
Complaints
Longnor Heritage Ltd
34 Green Lane
Birchills
Walsall
West Midlands
WS2 8JH

If you have difficulty making a complaint in writing, please telephone us. We will record the details and confirm our understanding of the complaint with you.

INFORMATION TO INCLUDE

Please provide as much of the following information as you reasonably can:

- Your name, address and preferred contact details
- The property address where the work was carried out
- Your quotation, invoice or contract reference, if available
- A clear description of the problem and when you first noticed it
- What you would like us to do to resolve the matter
- Relevant photographs, correspondence or other supporting information, where practical
 

A missing document will not prevent us from considering a genuine complaint if we can identify the customer and work by other means.
 

If the problem involves active water ingress, a safety concern or a risk of further serious damage, please make this clear when contacting us.

WHAT HAPPENS NEXT

1. Acknowledgement

We aim to acknowledge your complaint within five working days. We will confirm who is dealing with it and explain the next steps.
 

2. Investigation

We will review the contract records, discuss the matter with the relevant members of our team and consider any information you provide. We may need to arrange a site inspection at a mutually convenient time.
 

3. Progress updates

We aim to provide a full written response within 20 working days of receiving the complaint. If the matter is complex, requires an inspection or cannot reasonably be concluded within that time, we will explain the reason and provide an updated timescale.
 

4. Our response

Our response will explain our findings and whether the complaint has been accepted, accepted in part or not accepted. Where appropriate, it will also set out the action we propose to take and the anticipated timescale.

Possible actions may include an explanation, an apology, an inspection, corrective work, replacement of an affected component or another remedy appropriate to the circumstances and the customer's legal rights.
 

REQUESTING AN INTERNAL REVIEW

If you remain dissatisfied with our response, you may ask for the complaint to be reviewed by a director or another senior person who was not responsible for the original decision, where practicable.
 

Please explain which parts of the response you disagree with and provide any further information you would like us to consider. We will acknowledge the review request and provide a final written response within a reasonable time.

ACCESS, CONDUCT AND COMMUNICATION

We ask customers to provide reasonable access where an inspection or remedial work is required. We will agree appointments in advance and treat customers, occupants and property with respect.
 

We expect everyone involved to communicate respectfully. Abusive, threatening or discriminatory behaviour will not be accepted, but we will not restrict a person's ability to raise or pursue a genuine complaint.

RECORDS AND PERSONAL INFORMATION

We will keep an appropriate record of the complaint, our investigation, communications and outcome. Personal information will be handled in accordance with our privacy policy and applicable data protection law.

YOUR LEGAL RIGHTS

This complaints procedure does not replace, restrict or exclude any rights or remedies available under the Consumer Rights Act 2015 or other applicable law. Customers may obtain independent advice about their rights at any time.

Last updated: September 2026