Complaints – Code of Practice – Pre-Contract Information

Pre-contract information and what to do if you have a complaint

 

Consumer Contracts Regulations (CCRS)

The law changed on the 13th June 2014 and consumers are required by law to be provided with pre-contract information.

The main points of CCR’s are:-

  • The cooling-off period for goods and services sold by distance or by off-premises selling has been harmonised across the EU to 14 days from date of delivery of the products

 

  • There are some important exemptions, one of which is for products “made to the consumer’s specification” – this will include such products as made-to-measure windows made to a consumer’s specific requirements; another is for urgent repairs and maintenance when a consumer invites a trader to their home.

 

  • There is a now a  list of pre-contract information which must be provided to consumers before a contract is made, including advising cancellation rights and if a trader belongs to a code of conduct. Failure to provide certain items will give a consumer a cooling-off period of up to 379 days, and the trader would be liable to a fine of up to £5,000

 

KJM Essential Customer Information

 

KJM offers a 14 day cooling off period (Required as a Which Trusted Trader), on all new product sales, with the exception of urgent repairs. We also offer the customer the right to waive this, to speed up the delivery process.

In the event you would like to cancel, you can use either the cancellation form on your contract or you can write to us via post or email – See our Contact Us page for details

All orders should be marked with an anticipated delivery date, we try and work in blocks of two weeks (i.e 6-8 weeks 8-10 weeks) Delivery times can be affected by staff sickness, pandemics, material shortages and adverse weather.

KJM normally takes a 25% deposit with order

Our normal guarantee period is 10 years (see Warranty for exceptions) and is insurance backed through Installsure. In the first instance with a warranty claim always contact KJM directly. Please see our Terms and Conditions for precise guarantee terms

KJM abides by the GGF Code of Practice. Full details on the link

A copy of our contract is available on our Terms & Conditions page

Complaints Policy

The business always endeavours to provide the best service. However, on rare occasions there may be
times where a customer may not be completely satisfied.

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to thehigh standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us.
If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business
complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.

If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 029 2267 0040 who can explain if you are eligible touse their Alternative Dispute Resolution.

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