Complaints Handling Policy

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

• Phone: 01536 234 924
• E-mail: info@onpointgroundworks.co.uk
• Postal Address: The Old Print Works, 6 Canon, Kettering, Northants, NN16 8RE

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If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first-time.

When that happens, we want you to tell us what went wrong so we can put matters right.  

We want to:

• Make it easy for you to tell us what went wrong;  
• Give your complaint the attention it deserves;
• Resolve your complaint fairly without delay;
• Make sure you are satisfied with how your complaint was resolved.

We will aim to resolve your complaint straight away, but it may take longer if it is complex.

We will keep you informed, but if you need an update, please call us on and ask to speak to the person handling your complaint.

If the matter requires investigating, we will write to you within 10 business days to inform you of the following;

• Complaints Handling Procedure -Why we have not resolved your complaint
• Who is dealing with your complaint
• When we will contact you again

If we can’t agree a solution with you within eight weeks, we will:

• Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision
• Issue our final decision letter which will explain our final position
• Through a mediation service to resolve the matter