Policy Statement
Batten and Beam Ltd is committed to delivering exceptional workmanship, reliable communication, and a positive customer experience throughout every stage of our projects.
We aim to build trust, maintain professionalism, and resolve any concerns quickly, fairly, and transparently.
We recognise that strong customer care is essential to our reputation, particularly within the heritage sector where accuracy, sensitivity, and clear communication are vital.
1. Our Customer Care Commitments
We commit to:
Treating every client with respect, honesty, and professionalism.
Providing clear, detailed quotations and written agreements before work begins.
Keeping clients informed of progress, changes, or challenges during the project.
Maintaining a safe, clean, and respectful working environment.
Ensuring all employees and subcontractors uphold Batten and Beam’s standards.
Delivering high-quality workmanship in line with industry and heritage best practice.
Addressing concerns promptly and politely.
Client satisfaction is fundamental to how we operate.
2. Communication Standards
We will:
Respond to all new enquiries promptly (usually within 1–2 working days).
Provide clear timelines, start dates, and expectations before work begins.
Give regular updates during projects, including any variations or delays.
Ensure all communication is polite, professional, and transparent.
Provide clients with a clear point of contact for their project.
3. Managing Issues or Concerns Informally
Most issues can be resolved quickly through open communication.
If a client raises a concern:
We will acknowledge it promptly.
We will listen carefully to understand the issue fully.
We will investigate the matter and provide a clear response.
We will agree on a resolution or action plan where appropriate.
We encourage clients to raise concerns as early as possible so we can address them efficiently.
4. Formal Complaints Procedure
If a client wishes to make a formal complaint, the following process applies:
Step 1: Submit the Complaint
Clients may submit a written complaint to:
Email: info@battenandbeam.co.uk
Phone: 07590 818986
Address: __________________________
Please include:
Name and contact details
Property address
Description of the issue
Dates and any relevant photographs or documents
Step 2: Acknowledgement
We will acknowledge the complaint within 3 working days.
Step 3: Investigation
A Director or senior representative will review the complaint.
We may arrange a site visit if needed.
We aim to complete investigations within 10 working days.
Step 4: Resolution
We will provide a written response detailing:
Our findings
Any corrective actions or remedies
Timescales for completing any agreed work
If the complaint is not upheld, we will explain our reasoning clearly
Step 5: Escalation
If the client is not satisfied with the outcome, the complaint may be escalated to the Director for final review.
Where applicable, clients may also seek advice from:
Trading Standards
Citizens Advice
Insurance-backed warranty providers (if relevant)
We will always cooperate fully with external mediation or arbitration.
5. Our Commitment to Fairness
We will ensure that:
All complaints are handled impartially.
Clients are treated respectfully regardless of the nature of the complaint.
No client is disadvantaged for raising concerns.
Corrective actions are completed promptly where agreed.
We aim to resolve all complaints constructively and professionally.
6. Continuous Improvement
We use feedback and complaints to:
Improve our services, communication, and workmanship
Review working practices and staff training
Identify where additional guidance or documentation is needed
Strengthen our customer experience
All complaints are reviewed during our annual policy review process.
