Traditional Kitchen Painting

Complaints procedure

Traditional Painter is a member of

Ombudsman Services: The Consumer Ombudsman

Ombudsman Services logo

In the unlikely event of a customer complaint, if we cannot resolve it in-house, and the client is still unhappy, we will ask them to refer their complaint to the Ombudsman Services: The Consumer Ombudsman. This is our certified Alternative Dispute Resolutions (ADR) provider.

They are licensed by Trading Standards and offer a free, impartial and independent service to consumers whose complaints have not been dealt with satisfactorily.

Traditional Painter has also signed an additional legally binding agreement with the Ombudsman Services: The Consumer Ombudsman

We have agreed to be legally bound by the Ombudsman’s findings and implement their recommendations within 28 days of their ruling.

We have taken this extra step because we want to, not because we have to! *See below

Clear, simple and no catches complaints procedure

In the unlikely event of a complaint about Traditional Painter services:

Our policy is to resolve all and any issues to our clients’ satisfaction at the time the issue is raised. So far, so good.

If we cannot resolve an issue there and then, we will refer you to our
Complaints Handling Procedure

If we cannot resolve the matter to our clients’ satisfaction within 8 weeks, we will ask the client to refer the matter to the independent Ombudsman Services: The Consumer Ombudsman. There is no cost to the client.

We will be legally obliged to implement all recommendations from the Ombudsman Services: The Consumer Ombudsman within 28 days of their ruling.

Please note, only work carried out by these approved members of Traditional Painter is covered by this legally binding ADR agreement.

When it comes to offering our customers genuine peace of mind, I don’t think we can be much fairer and more open about our willingness to stand up and be counted, in the unlikely event that you had cause for complaint. More here

Complaints Handling Procedure – Traditional Painter (PDF)

* SMALL PRINT CONVENIENTLY OVERLOOKED! It is a legal requirement for all painting companies to direct clients to a certified 3rd party ADR, to resolve a complaint that cannot be resolved in-house. Unfortunately it is not a legal requirement for a painting company to actually take any notice of the 3rd party’s recommendations!

However, as a member of the Ombudsman Services: The Consumer Ombudsman we took the option to sign a legally binding deed poll, to close this loophole. This means that Traditional Painter clients need not go through the courts to get a legally binding resolution to a complaint.

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