We try hard to make sure that all of our customers are happy and receive the best possible service from us, however should you have any problems with our service, please first raise the issue directly with the member of our team involved or one of their colleagues.
If you feel the matter is not being resolved to your satisfaction, please ask to speak to the Manager of the branch dealing with your enquiry. The manager will try and resolve the matter on the day you raise your complaint, although whether this is possible will depend on the nature of the complaint.
If the response by our branch manager does not resolve the matter to your satisfaction, you can ask the manager to refer the complaint to the Managing Director, or write directly to him:
The Managing Director
Jacobs Steel & Co. Limited
54 Chapel Road
West Sussex BN11 1BE
Your letter should state why you are still dissatisfied and what action you wish Jacobs Steel to take to fully resolve your complaint. A letter of Acknowledgement will be sent to you within 3 working days. It will also 1) Set out our understanding of your complaint, and 2) State when we will be able to reply in greater detail.
You may also be asked for additional information if this is required to assist resolving the matter. If necessary, for example with a complex complaint, the managing director will consult with the other directors and fully investigate your complaint and a formal written outcome of the investigation will be sent to you within 15 working days.
In all but exceptional cases, by the end of 5 weeks following the receipt of your complaint Jacobs Steel & Co. Ltd will have given you its final response by a letter from the Managing director. This will be accompanied by The Property Ombudsman Consumer Guide.
If you are still not satisfied with the steps taken by Jacobs Steel & Co. Ltd you can write to:
The Property Ombudsman
43-45 Milford Street
Wiltshire, SP1 2BP
T) 01722 333 306
The Property Ombudsman will consider your complaint, taking into account any points made by you and Jacobs Steel. The Ombudsman may refuse to investigate a complaint where your issue refers to something that happened more than 12 months before you complained in writing to the member agency, or you referred your complaint to The Property Ombudsman more than 6 months after you received the Member Agency’s final offer of settlement or answer.
The Property Ombudsman’s office may try to settle the dispute by agreement between you and Jacobs Steel. If this is unsuccessful, the Ombudsman will consider all relevant factors and make a decision according to what he believes to be fair in all the circumstances.
The Property Ombudsman will send his decision to you and Jacobs Steel. You can accept or reject his decision. If you reject it will lapse and you are free to do as you wish. If you wish to take legal action, you can do so. Your legal rights will not have been affected by The Property Ombudsman’s decision.