Made in UK
10 Year Product Guarantee
Soft Close Doors As Standard
We fit wardrobes in less than 2-3 weeks
Skylight Construction LTD aims to provide the highest levels of service to all of our customers.
If you ever feel that your expectations have not been met, please contact us at info@skylightconstruction.co.uk. We will acknowledge your communication within 3 working days and advise you of the name and contact details of who will be handling matters for you. Alternatively, you can call us on 01708 912129 or write to us.
Skylight Construction LTD
Unit A4 Seedbed Centre
Davidson Way
Romford RM7 0AZ
Once your complaint is registered, our customer service department will arrange a fitter as soon as possible. We try to rectify your complaint to 100 percent.
At Skylight Construction LTD, we are committed to providing high-quality bespoke furniture, wardrobes, kitchens, media walls and installation services.
We understand that occasionally a customer may be dissatisfied with our products or services. We take all complaints seriously and aim to resolve them fairly, professionally and as quickly as reasonably possible.
Our complaints procedure does not affect or restrict any statutory rights a customer may have under applicable UK consumer law.
Customers may make a complaint regarding, but not limited to:
Complaints should preferably be made in writing by email or letter so that we can properly investigate and keep an accurate record.
Customers should provide:
Customers may also initially raise an issue with a member of our customer service team.
We aim to acknowledge a formal complaint within 3 working days of receiving it. The acknowledgement will confirm that the complaint has been received and, where possible, identify the person responsible for handling it.
We will investigate complaints fairly and objectively. Depending on the nature of the complaint, this may include:
Customers are expected to provide reasonable access to the furniture or installation where an inspection is necessary.
Where a complaint concerns an alleged defect, damage, measurement issue, installation problem or workmanship issue, Skylight Construction LTD may need to inspect the furniture before determining the appropriate resolution.
An inspection does not automatically mean that the complaint has been accepted or rejected. Our assessment will consider the agreed specification, drawings, materials, workmanship, installation requirements and circumstances surrounding the complaint.
Where we determine that corrective action is appropriate, we may, depending on the circumstances and the customer’s statutory rights:
Any proposed resolution will be explained to the customer before work is carried out where reasonably practicable. Nothing in this policy is intended to remove or restrict a customer’s statutory rights.
Where appropriate, we may consider whether an issue has resulted from:
Where an issue appears unrelated to our workmanship or supplied goods, we will explain the reason for our assessment to the customer.
For bespoke furniture, customers are responsible for reviewing and approving the final design, drawings, colours, finishes, layouts and specifications where these have been provided for approval.
However, customer approval does not remove our responsibility to supply goods and services in accordance with the agreed contract and applicable consumer law.
Where there is a disagreement regarding the agreed specification, we will review the quotation, drawings, correspondence, measurements and other relevant records before reaching a decision.
We aim to provide a substantive response within 14 working days of receiving all information reasonably required to investigate the complaint.
If the complaint is complex or requires a site inspection, specialist assessment, replacement materials or communication with suppliers, it may take longer. If additional time is required, we will keep the customer informed and provide an updated expected timescale.
If a customer is dissatisfied with the initial response, they may request that the complaint be reviewed by a senior member of management.
The escalation request should explain why the customer remains dissatisfied and identify any additional information they believe should be considered. We will review the complaint and provide a final response where appropriate.
Our final response will, where appropriate:
We will aim to resolve complaints without unnecessary delay and in a fair and reasonable manner.
Where applicable, customers may have access to an appropriate Alternative Dispute Resolution (ADR) service. If Skylight Construction LTD participates in an ADR scheme, the relevant details will be provided to the customer in accordance with applicable legal requirements. Customers may also seek independent advice regarding their statutory rights.
We are committed to treating every customer respectfully and expect the same from customers and anyone acting on their behalf.
Abusive, threatening, discriminatory or aggressive behaviour towards our employees, installers or representatives will not be tolerated. Where such behaviour occurs, we may restrict communication to written correspondence and take reasonable steps to protect our staff, while continuing to deal with legitimate complaints appropriately.
We will maintain appropriate records of complaints, including:
Complaint records will be handled in accordance with applicable data protection requirements.
Skylight Construction LTD aims to deal with every complaint fairly, professionally and transparently. We will make reasonable efforts to investigate concerns and provide an appropriate resolution while respecting the customer’s rights under applicable UK law.