Complaints procedure.

Complain to us, whoever did the work

Your contract is with Worpra, not with the installer who carried out the installation. So you do not have to work out whose fault something is, and you do not have to chase a subcontractor. Bring it to us and we deal with it.

How to raise it

Email
team@worpra.co.uk

Phone
01296 841220

Post
Ollo Limited, 188 Broughton Avenue, Aylesbury, Buckinghamshire, HP20 1PX

It helps if you can include your name, address and postcode, your quote or job reference if you have one, what has happened and when, what you would like us to do about it, and photographs if the problem is something we can see.

You can complain by phone, but we will confirm it in writing so that we both have the same record of what was said.

What happens next

1. Acknowledged in writing within 2 working days.
2. We confirm what we understand and ask for anything missing.
3. We investigate against your job records.
4. Full written response within 10 working days.
5. We agree the remedy and confirm the date.

The investigation uses the survey, design, installation, inspection and handover records for your job. If it needs longer than 10 working days, for example because we need to get back on site or wait for a manufacturer, we tell you why and give you a date. We will always give you our final written response within 8 weeks of you raising the complaint.

Complaints are handled by the Worpra team, and by the founder personally if you are not satisfied with the first response. Ask for it to be escalated and it will be.

If you are still not satisfied

Your legal rights are not affected by this procedure. Under the Consumer Rights Act 2015 work must be carried out with reasonable care and skill, and equipment must be as described and of satisfactory quality.

If we cannot resolve your complaint between us, we will write to you with the name of a certified alternative dispute resolution provider and tell you whether we agree to use it. Alternative dispute resolution is a way of settling a dispute without going to court.

If you paid any part of a deposit or price over £100 by credit card, you may also have a claim against your card provider under section 75 of the Consumer Credit Act 1974.

Complaints about your data

If your complaint is about how we have handled your personal information, the privacy notice explains how to raise it and how to take it to the Information Commissioner's Office.

What we do with complaints

Every complaint is recorded against the installer who did the work and counts towards how much future work they are offered. That is the point of vetting and scoring installers rather than simply listing them.