Complaints Procedure

At Norfolk Stairlifts we are committed to delivering complete satisfaction and our employees are proud of the high level of service provided. Our aim is for you or your loved one to be completely satisfied with your stairlift and/or the service received.

Should the service or product NOT be to your expectations then we welcome your feedback and the opportunity to do our best to resolve your complaint.

You can share your concerns via telephone, letter or email as follows:

Step 1: Contact your Sales Representative

During the process of purchasing and having your stairlift installed you will have met and been in contact with a dedicated Sales Manager.  As they will know you and your situation first hand, your first port of call is to contact them.

We hope that you will not need to progress beyond this first step. However, we wish to give you every opportunity to present your case where you remain dissatisfied.

Step 2: Contact the Managing Director

In the unlikely event that your complaint has not been resolved by your Sales Manager please contact the Managing Director who will happily discuss the matter further. Please note that it is best to contact your Sales Manager first as they will be fully aware of your situation.

You can contact the Managing Director on Tel: 01953850004, by emailing sam @ norfolkstairlifts.co.uk or by writing to Norfolk Stairlifts, Unit 10, Ironside Way, Thetford Norfolk. NR9 4LF,

Step3 : Contact the BHTA or Approved ADR

Norfolk Stairlifts is committed to delivering complete satisfaction and providing goods and services that conform to consumer rights regulations. However, In the event of a complaint not being resolved we will write a final letter to you called a ‘deadlock’ letter. This letter signals that we have reached the end of our internal complaints procedure and that you may now progress your issues with a 3rd Party mediator. We are a member of two organisations that offer dispute resolution should the matter be unresolved.

You can approach the British Healthcare Trades Association (BHTA) for mediation (and ultimately arbitration) and, as a member, we will participate in this process.  BHTA can be contacted at:  New Loom House, Suite 4.06, 101 Back Church Lane, London  E1 1LU   Tel: 020 7702 2141  Email:complaints@bhta.com  Web: http://www.bhta.net/home/complain.html

Norfolk Stairlifts is also a member of the Norfolk Trusted Trader scheme. In partnership with Referenceline, Norfolk Trusted Trader offers independent dispute resolution through Ombudsman Services. Ombudsman Services is an approved ADR service. You can also contact Ombudsman Services if you have not received a deadlock letter within eight weeks of your complaint. The contact details are:

Ombudsman Services. Greenalls Avenue, Warrington. WA4 6HL

Telephone: 0333 300 1620 Website: www.ombudsman-services.org