Customer Care Charter
Customer Care Charter – our promise to you
- We promise to acknowledge receipt of complaints in writing and aim to execute all valid remedial work within 30 working days of receipt.
- In order to improve our service it may be necessary for us to make an inspection of the complaint.
- 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.
Pledge/response times
We aim to close 95% of all Customer Queries (CQ) within 30 working days or less. (Subject to homeowner availability and product availability, for example, discontinued product or non‐stocked product)
Our national average for closing customer queries is 9 days.