Complaints Policy
Last updated: 29th December 2025
At Trent Stairlifts Limited, we are committed to providing a high standard of service at all times. However, we recognise that on rare occasions a customer may feel dissatisfied.
This Complaints Policy explains how we handle concerns and complaints fairly, promptly, and transparently, in line with our Customer Charter and the expectations of Which? Trusted Traders.
1. Our Commitment
We take all complaints seriously and see them as an opportunity to put things right and improve our services.
We aim to resolve concerns as quickly as possible, in an open and respectful manner, without unnecessary delay or inconvenience.
2. Raising a Concern or Complaint
If you have a concern or complaint, please contact us as soon as possible using one of the following methods:
- By telephone
- By email
- In writing (please obtain proof of posting)
We recommend that customers inspect works on completion to ensure everything has been carried out in accordance with agreed terms and our usual high standards.
3. How We Will Respond
Upon receipt of your complaint, we will:
- Acknowledge and respond within 5 working days
- Investigate the matter fully and fairly
- Arrange a convenient date to inspect, discuss, and/or remedy the issue where required
Where practical, we aim to resolve complaints within 28 days.
4. Resolution
If a problem is identified, we will work with you to agree a fair and reasonable solution.
We will keep you informed throughout the process and clearly explain any actions taken.
5. Vulnerable Customers
We recognise that some customers may be vulnerable due to personal circumstances, health conditions, or life events.
Where vulnerability is identified or disclosed, we will take reasonable steps to provide appropriate support, which may include allowing additional time, adjusting communication methods, or involving a trusted third party with the customer’s consent.
Further details can be found in our Vulnerable Customer Policy.
6. Escalation & Deadlock
In the unlikely event that we are unable to resolve your complaint after exhausting our internal complaints procedure, it may be necessary to escalate the matter.
Where both parties agree that a final resolution cannot be reached (a “deadlock”), you may seek independent assistance.
7. Alternative Dispute Resolution (ADR)
As part of our Which? Trusted Trader endorsement, Trent Stairlifts Limited has access to an Alternative Dispute Resolution (ADR) service for domestic installation, servicing, repair, and maintenance contracts.
If you wish to refer your complaint to Which? Trusted Traders ADR, you can contact:
Which? Trusted Traders
📞 02922 670 040
They will be able to confirm eligibility and explain the ADR process.
8. Related Policies
This Complaints Policy should be read alongside the following:
9. Contact Details
Trent Stairlifts Limited
30 Oak Tree Drive
Gedling
Nottingham
NG4 4DA
Landline: 0115 808 7383
Mobile: 07496 880 167
Email: info@trentstairlifts.co.uk
10. Review of This Policy
This policy is reviewed regularly to ensure it remains effective, fair, and aligned with best practice and Which? Trusted Trader requirements.
