Complaints Policy

Rivergods Ltd Complaints Policy



94 Aberporth Road  CARDIFF - CF14 2RY  WALES

TEL 02920 484944 MOB: 07403119504

DIRECTOR: Paul Colley ~ CO. REGISTRATION NO. 9079569



Our complaints policy:


1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to our manager, Paul Colley, who will review your matter, file and speak to the member of staff who acted for you.

3. We will then invite you to meet with Paul to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, Paul Colley will write to you to confirm what took place and any solutions he has agreed with you.

5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Paul Colley to review his decision.

6. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

7. Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0333 241 3209.

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted Trader we use Dispute Resolution Ombudsman for dispute resolution.  In the unlikely event of  complain arising and you wish to refer the complaint to them please contact 0117 981 2929 or via their website

Name: Paul Colley






Page 1 of 1 Revision Number:1 Revision Date: 15/11/2017


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