Complaints Procedure

We want the opportunity to put problems right. This process covers website enquiries and SOLIDSTEAD project services. It does not restrict any statutory consumer rights.

How to raise a complaint

Email hello@solidstead.co.uk with your name, project reference if applicable, what happened, when it happened and the outcome you are seeking. Avoid sending unnecessary sensitive personal information.

What happens next

1. The complaint should be logged with the date, contact details, project reference, issue and requested outcome.
2. SOLIDSTEAD aims to acknowledge it within five working days.
3. Relevant correspondence, files, approvals, supplier information and revision records will be reviewed.
4. A reasoned final response is normally targeted within 20 working days. If more time or information is needed, the reason and revised timing should be explained.

Technical or manufacturing complaints

Please keep the relevant part, packaging, photographs, files and revision information. Do not continue using an item if doing so may be unsafe or could worsen damage. Where an external supplier is involved, relevant technical information may need to be shared to investigate the issue.

Privacy complaints

Privacy concerns can use the same email address. You also have the right to complain to the Information Commissioner's Office; see the Privacy Policy.

Possible outcomes

Depending on the facts and the applicable contract or law, an outcome may include an explanation, correction, re-performance, replacement, price reduction, refund or another proportionate remedy. Nothing in this process limits a consumer's statutory rights or right to seek independent advice. SOLIDSTEAD does not currently state membership of a specific alternative-dispute-resolution scheme.