Complaints Procedure Pembroke & Nash

Pembroke & Nash are very serious about customer service. From time to time we do have complaints and we are always very pro-active in addressing these.

Some examples –

  • Touching up of windows
  • Windows sticking
  • The team running late
  • Delays due to weather
  • Delays other
  • Jobs taking longer than expected

Some of the issues  and others may be minor but we do understand that your home is your castle and time is precious.

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Pembroke & Nash aims to provide high quality services which meet your needs. We believe
we achieve this most of the time: if we are not getting it right please let us know.
In order to ensure our services remain at a high and improving standard, we have a procedure
through which you can let us know of for any reason you are not satisfied with your dealings with
the organisation.

If you are not happy with Pembroke & Nash please tell us
If you are unhappy about any Pembroke & Nash service, please speak to the relevant staff
member, manager or Director.

If you are unhappy with an individual in Pembroke & Nash sometimes it is best to tell him or
her directly. If you feel this is difficult or inappropriate then speak to the staff member’s manager or
the Director.

Often we will be able to give you a response straight away. When the matter is more complicated
we will give you at least an initial response within five working days.

Making a written complaint
If you are not satisfied with our response or wish to raise the matter more formally, please write to
the Director.

All written complaints will be logged. You will receive a written acknowledgement within three
working days.

The aim is to investigate your complaint properly and give you a reply within ten working days,
setting out how the problem will be dealt with. If this is not possible, an interim response will be
made informing you of the action taken to date or being considered.
2 Updated: September 2019.

If after we have responded you are not satisfied, please write to the Chair who will report
the matter to the next meeting of the Trustees, which will decide on any further steps to
resolve the situation.
Finally, please also let us know if you are happy with Pembroke & Nash services.


Outside organisations whom can mediate or intervene with minor or serious complaints:

Contact FENSA 

Contact Checkatrade