Customer Care Charter
Our promise to you
The Symphony Group Customer Care Charter is our promise to you. It’s a guarantee for housebuilders, developers and social housing providers of complete satisfaction.
Customer Care Charter
- We promise to acknowledge receipt of complaints in writing and aim to execute all valid remedial work within 30 working days of receipt for supply and fit sites.
- In order to improve our service, it may be necessary for us to make an inspection of the complaint. In such instances we will require a representative from the housebuilder to be present.
- Symphony’s Customer Care Manager will make all the necessary arrangements for any remedial work that may be required and will make mutually convenient appointments. Please note – work can only be undertaken between normal working hours – Monday to Friday. Any surplus material will be removed and premises left as they were found.
- It is felt that minor maintenance such as door/drawer realignment and light bulb replacement are the responsibility of the homeowner and, as such, are not covered under the charter.
- Only products manufactured by ourselves are covered by this charter and we reserve the right to refer issues arising from other products (e.g. appliances, sinks, lighting and wirework) to the appropriate manufacturer.