CUSTOMER COMPLAINTS POLICY

Apex Garden Rooms Ltd is committed to providing high‑quality products and services. If something goes wrong, we want to know so we can put it right as quickly as possible.

This policy explains how we handle complaints in our capacity as:

A supplier and installer of garden rooms, and  

An Introducer Appointed Representative (IAR) of Ideal Sales Solutions Ltd (FRN 703401) for credit broking activities.

1. CONTACT DETAILS 

Complaints Manager: Matt Fisher  

Telephone: 0141 345 2936  

Email: info@apexgardenrooms.com  

Address: 248 Greengairs Road, Greengairs, Airdrie, ML6 7TA 

2. OUR COMPLAINTS PROCEDURE 

Any complaint — verbal or written — will be referred to our Complaints Manager at the earliest opportunity. If they are unavailable, a member of senior management will take responsibility.

We will:

• Acknowledge your complaint promptly in writing  
• Record the details on your customer file  
• Contact you if we need clarification  
• Fully investigate the issues raised  
• Keep you updated throughout  
• Provide a clear written response  
• Aim to resolve your complaint as quickly as possible  
• Issue a final response within 8 weeks  

If your complaint relates to a third party (such as a supplier, contractor, or lender), we will ensure it is passed to the correct organisation and that they follow their own compliant complaints procedure.

3. COMPLAINTS ABOUT FINANCE OR CREDIT BOOKING

Apex Garden Rooms Ltd is an Introducer Appointed Representative of:

Ideal Sales Solutions Ltd  

FRN: 703401  

Authorised and regulated by the Financial Conduct Authority.

If your complaint relates to:

• The finance application,  
• The lender, or  
• The credit broking process,  

we will forward your complaint to Ideal Sales Solutions Ltd, who are responsible for handling regulated credit‑related complaints.

We will inform you when this has been done and provide their contact details.

4. COMPLAINTS ABOUT PRODUCTS OR INSTALLATION 

If your complaint relates to:

• The garden room product  
• Installation quality  
• Customer service  
• After‑sales support  

Apex Garden Rooms Ltd will investigate and respond directly.

We may request supporting information such as photographs, checklists, or remedial notes to help us resolve the issue.

5. INVESTIGATION STANDARDS

Our investigations follow the FCA’s expectations to:

• Deal with complaints promptly and fairly  
• Provide clear explanations  
• Offer fair redress where appropriate  

We may take up to 8 weeks to issue a final response, depending on the complexity of the complaint.

6. ELIGIBLE COMPLAINTS 

We treat all customers fairly and consistently.  

However, complaints relating to regulated credit broking activity may give you additional rights under FCA rules.

An eligible complainant is typically:

• A consumer  
• A micro‑enterprise  
• A small charity or small trust  

If your complaint relates to regulated activity, we will ensure it is handled in line with FCA DISP rules.

7. FINAL RESPONSE

Our final response will:

• Explain our findings  
• Set out our decision  
• Provide reasons for the outcome  
• Include details of any compensation (if applicable)  
• Explain your right to refer the matter to the Financial Ombudsman Service (if eligible)  

You must refer your complaint to the Ombudsman within six months of the date of our final response.

8. COMPLAINTS RESOLVE WITHIN 3 BUSINESS DAYS

If we resolve your complaint to your satisfaction within 3 business days, we will issue a Summary Resolution Communication confirming:

Your complaint has been resolved – Your right to refer the matter to the Financial Ombudsman Service if you remain dissatisfied.  

We may also communicate this via email, telephone, or text message if appropriate.

9. CLOSING A COMPLAINT 

A complaint is considered closed when:

• We have issued our final response, or  
• You have accepted our Summary Resolution Communication  

This does not affect your right to refer the matter to the Financial Ombudsman Service.

10. FINANCIAL OMBUDSMAN SERVICE

If you are dissatisfied with our final response, and your complaint relates to a regulated credit broking activity, you may refer your complaint to:

Financial Ombudsman Service 
Exchange Tower, London, E14 9SR  
Tel: 0800 023 4567 or 0300 123 9123  
Email: complaint.info@financial‑ombudsman.org.uk  
Website: www.financial‑ombudsman.org.uk  

You must do so within six months of our final response.