Purpose

At Instyle All Trades, we are committed to providing high-quality services. We recognise that things may occasionally go wrong, and this policy explains how we handle complaints in a fair, timely, and transparent manner.

Scope

This policy applies to all employees, contractors, and representatives. It covers complaints about workmanship, timeliness, communication, billing, and compliance issues.

Our Commitment

We promise respect, fairness, timeliness, transparency, and continuous improvement when dealing with complaints.

Finance

Responding to your complaint

You will receive a full written response to your complaint

We aim to send this response letter to you within 5 business days, however: If after 4 weeks we are still investigating, we shall advise you in writing of: • the reasons why the matter is still unresolved; • when you may next expect to hear from us.

If after 8 weeks we are still not in a position to resolve your complaint. we shall advise you in the writing of: • The reason why the matter is still unresolved; • When you may expect to receive a final response; • The fact that you may now refer the matter to the financial ombudsman service if complaint relates to dispute over payments

• The Financial Ombudsman Service
• The Financial Ombudsman Service exists to help resolve certain complaints when we have not been able to resolve your complaint to your satisfaction. The scheme is entirely free to use.
• You should contact the Financial Ombudsman Service within 6 months from the date of our written response. They will also look into your complaint if we have not provided you with a written response within 8 weeks of receiving your complaint.
• You can contact the Financial Ombudsman Service: In writing:
  Exchange Tower, Harbour Exchange, London E14 9SR
• By telephone: 0800 023 4567
  By email: [email protected]
• Website: www.financial-ombudsman.org.uk

How to Make a Complaint

Complaints may be made by phone, email, in writing, or in person. Contact details will be provided to ensure easy access.

Escalation

If not resolved, complaints can be escalated to senior management. Customers may also seek independent advice or contact relevant bodies.

Monitoring & Review

Complaints are logged, trends reviewed quarterly, and this policy updated annually to ensure effectiveness.

Contact Information

Phone: 0141 889 3221

Email: [email protected]

Address: 1A Greenock Road, Paisley, PA3 2LB

Last reviewed: October 2025