1. Our Commitment
Bedford Bi-folds aims to provide high-quality products and service. If something goes wrong, we want to know as soon as possible so we can investigate and put matters right where required.
2. How to Contact Us
Email: sales@bedfordbifold.co.uk
Telephone: 01234 342669
Post: Unit B Postley Road, Woburn Road Industrial Estate, Kempston, Bedfordshire, MK42 7BU
Opening hours: Monday to Friday 9:00am to 5:00pm and Saturday 9:00am to 1:00pm unless otherwise stated.
3. Informal Resolution
In the first instance, please contact your main Bedford Bi-folds contact or our office with your name, address, order reference, photographs where relevant and a clear description of the issue.
We will try to resolve straightforward matters informally and promptly.
4. Formal Complaint Procedure
- Acknowledgement: we aim to acknowledge your complaint within 7 working days.
- Investigation: we will tell you who is handling the complaint and may ask for further information, photos, documents or access to inspect.
- Visit: where a site visit is needed, we will aim to arrange this within a reasonable time, normally within 30 days where practical.
- Response: we will provide our response as soon as reasonably possible after investigation, explaining our position and any proposed remedy.
- Review: if you remain unhappy, you may request a management review. Please explain why you disagree and provide any further evidence.
5. What We May Need From You
- Your name, address and contact details.
- Order number, invoice number or quotation reference.
- A clear explanation of the issue and when it was first noticed.
- Photographs, videos, delivery notes, emails or other supporting evidence.
- Reasonable access for inspection or remedial works where required.
6. Remedies
Where we accept responsibility, remedies may include repair, replacement, missing item supply, adjustment, remedial visit, refund or other reasonable solution depending on the issue and your legal rights.
We will not pay third-party remedial costs unless we have agreed them in writing before the cost is incurred, except where the law says otherwise.
7. Alternative Dispute Resolution
If the complaint cannot be resolved through our internal process, it may be appropriate to refer the matter to an applicable industry conciliation or Alternative Dispute Resolution scheme, where available and relevant to the contract.
Where FENSA, GGF, GGFi or TGAS routes apply, we will provide details on request or direct you to the relevant scheme information.