Customer Service Policy I operate on the principles of honesty and reliability and aim to provide excellent customer service. I strive to conduct my business with a total commitment to my Customers and their requirements. I aim to provide a high quality service based upon Traditional Values and Modern Technology and supported by Exceptional Workmanship and Service.
I will do this by: Knowing who my Customers are and what they want – through open communication. Providing products and services to the highest possible standards to satisfy my Customers’ needs, Expectations of Quality, Safety & Reliability of Service. Making continuous improvement a part of our every day and every job. Reviewing and Renewing this Quality Policy on a regular basis Terms and Conditions Hourly Rate Work. The total charge to the Customer shall consist of the cost of materials supplied by Me (not exceeding the trade purchase price of materials + 20%) & the amount of time spent by me in carrying out works (including all reasonable time spent in obtaining unstocked materials) charged in accordance with the my current hourly rates. The Customer shall only be charged for the time spent related to the Customer’s work. The minimum charge will be 1 hour. Travel time in excess of 30 minutes is chargeable.
VAT. All charges are subject to VAT at the relevant statutory rate.
Fixed Price Work shall be given as a firm cost, (manifest errors exempted) including Labour & Materials, and shall be within 10% over and above the equivalent total hourly rate cost. See above re- VAT.
Estimates. Where a written estimate has been supplied to the Customer the total charge to the Customer referred to in the estimate should not exceed the actual time taken by more than 20% but may be revised in the following circumstances:-- (i) if after submission of the estimate the Customer instructs me (whether orally or in writing) to carry out additional works not referred to in the estimate. (ii) if after submission of the estimate there is an increase in the price of materials. (iii) if after submission of the estimate it is discovered that further works need to be carried out which were not anticipated when the estimate was prepared. (iv) if after submission of the estimate it is discovered that there was a manifest error when the estimate was prepared. (v) I shall not be bound by any estimates given orally or in which specification errors occur.
Payment of Invoices. Invoices are due for payment within 14 days of delivery to the Customer. Any part of that invoice which remains unpaid after 14 days shall carry interest at the rate of 8% over the base rate until payment in full is received by me. A ‘late payment’ administration charge of £40 + VAT will also be made. These charges are as recommended by the government on GOV.UK
Stage Payments. For large contracts or where there is a significant delay between first fix and second fix, I may request stage payments to cover the value of work completed to date. Where there is significant expenditure on materials prior to work starting (over £2000), I may ask for an up-front stage payment to cover the cost of these materials
Cancellation. If the Customer cancels their instructions prior to any work being carried out or materials supplied then the Customer shall be liable for any related expenditure together with the profit that would have been made by Me had the work been carried out &/or materials supplied in accordance with such instructions.
Complaints. I operate a Complaints Procedure following a format recommended by HETAS and the recommendations of the Trading Standards Buy With Confidence Scheme.