Encountering problems

Common problems include:

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Delays to the start and/or completion of the project can be concerning, but not always avoided. Be fair where practical and reassess wherever needed.

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Damaged or missing products have the possibility of halting an installation before it’s even started. We recommend delivery 1-2 weeks before installation.

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Design issues sometimes cause issues when it comes to installation. These should be identified before the installation starts.

Unforeseen circumstances are common with home improvement. Be realistic and ensure you discuss these rationally where  appropriate.

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Accidental damage to product or property can happen. It’s why installers must have public liability insurance provision (BiKBBI members do)!

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Personality clashes may arise, but remember… It’s in everyones best interests to complete the project amicably to remember to talk.

What happens if you encounter a problem?

First and foremost, be reasonable. Escalating a problem may not deliver the most sensible of outcomes. Communication is key here.

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Be super clear about what your concerns are and make sure you list them in an un-emotive, clear and professional way. Clarity is very important.

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Know what the escalation process is. Is it the installer, project manager, retailer of head office you should take to. Know where to go first for support.

Keep records of events and copies of all communications. Hopefully you can resolve before needing them, but they will be useful if not.

Know your rights. The Consumer Rights Act 2015 is an important reference for both consumers and installers. It’s there to protect all parties in dispute.

Prioritise an amicable resolution. It beats a potentially complex legal process and may be the fastest, most sensible route to completing the project at pace.

Sensible steps to overcome problems

STEP ONE: Speak to your installer

One of the most common causes of disputes is a lack or breakdown of communication between the customer and installer.

If you have any concerns about your installation, the absolute starting point should be a conversation with your installer, with a view to resolve swiftly and amicably. Getting into a full on dispute too early will almost definately result in a bigger issue and potential delays.

We recommend that consumers adopt a logical approach to the conversation, with a numbered list of points you have concern with. Go through each point in chronological order and tackle each point in its own right. The name of the game should be managing these points in bites sized chunks (even if the list is extensive).

STEP TWO: Make it formal / escallate

If you have followed step one and have failed to reach a resolution, it is time to formalise the complaint.

Write to the installer, providing the numbered list of points you are questining.

Allow them 7 days to formally resond.

If you purchased your installation from a retailer, speak to them about your concerns.

– In store
– Customer Service Call Centre
– Project Manager

STEP THREE: Put it in writing

Whether it is the installer or the retailer, if step one and two has not resolved the concern, then you need to put it in writing to whoever you made the installation purchase with.

Remember, your contract is with whoever you’ve paid to complete the service with, or whoever is detailed within your written agreement.

– POST: Consider sending it by recorded delivery;
– EMAIL: Copy in all relevant parties

Keep your points concise, numbered and include photographs if possible.

STEP FOUR: Halt the project if you are unhappy

If the first three steps have not resolved the concern(s), you may want to halt the project in order for a proper assessment of the situation.

This assessment could be:

– By the installer;
– By the retailer;
– By an independent inspection service.

STEP FIVE: Disputes

In the event steps one to four fail to resolve the concern(s), you may be heading towards an official dispute.

Read more about Disputes.

Independent support is available…