How to submit a complaint
Complaints may be submitted by email, telephone or post using the details on this page.
Information to include
- Your full name and contact details.
- The property address or enquiry reference, if available.
- A clear explanation of the issue.
- Relevant dates, documents or photographs where available.
- The outcome you are seeking.
Acknowledgement process
TJ VERTEX LTD will aim to acknowledge a complaint and confirm that it is being reviewed. If further information is needed to understand the issue properly, that request will be made as part of the acknowledgement stage or shortly afterwards.
Investigation process
Complaints will be reviewed using the available information, which may include correspondence, notes, photographs, technical information, quotations or other relevant records.
Written response
A written response will be provided once the complaint has been investigated. That response will set out the outcome, any findings and, where appropriate, any next steps.
Record keeping
TJ VERTEX LTD may keep records of complaints and related correspondence for business administration, quality review and legal or regulatory reasons where applicable.
Fair and timely resolution
The aim is to resolve complaints fairly and within a reasonable timeframe, taking account of the nature of the issue, the information required and any relevant technical review.
Escalation details
Escalation details relating to any consumer-code membership or similar scheme will be updated only after the relevant membership or approval has been formally completed.