Complaints Policy

Our commitment

Sornione Ltd is committed to providing a high standard of service at every stage of a project. We recognise that things do not always go as planned, and we believe that how a company responds to problems is as important as the quality of its work when things go well.

We aim to handle every complaint promptly, honestly and fairly.

What counts as a complaint?

A complaint is any expression of dissatisfaction with our services, whether about:

• The quality of design, installation or programming work
• The conduct of our team during a project
• How we handled communication, timescales or expectations
• A product or component that has failed or is not performing as specified
• How we have handled a previous concern or request
• Our invoicing, payment terms or project administration

How to raise a complaint

You can raise a complaint by:

• Email: info@sornione.com — please mark the subject line "Complaint"
• Post: Sornione Ltd, 264 Rugby Road, Coventry, CV3 2BD

Please include your name, contact details, the project or property address, a description of the issue and, if relevant, the outcome you are seeking. The more detail you provide, the faster we can investigate.

What happens next

Acknowledgement

We will acknowledge your complaint in writing within two working days of receiving it.

Investigation

We will investigate the complaint thoroughly. This may involve reviewing project documentation, speaking with the team members involved and, where appropriate, visiting the property. We aim to complete our investigation within ten working days of acknowledging the complaint.

If the investigation is likely to take longer — for example, where a manufacturer or third-party supplier is involved — we will tell you and keep you informed of progress.

Response

We will provide a written response explaining:

• Our understanding of the complaint
• The outcome of our investigation
• What we propose to do, if anything, to resolve the matter
• Our reasoning if we do not uphold the complaint

Resolution

Where a complaint is upheld, resolution may include (depending on the nature of the issue):

• Returning to the property to correct or complete work
• Replacing faulty equipment under warranty or at our cost
• A partial or full refund of fees paid
• A formal apology
• A change to our processes to prevent recurrence

If you are not satisfied with our response

If you are not satisfied with our response, you may:

• Ask us to reconsider — we will review the matter with a fresh pair of eyes
• Seek independent mediation — we are willing to participate in mediation through an agreed third party
• Pursue the matter through the courts — nothing in this policy prevents you from exercising your legal rights

We are not currently members of a formal trade association or alternative dispute resolution (ADR) scheme. If this changes, we will update this policy accordingly.

Consumer rights

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation. Services must be carried out with reasonable care and skill, within a reasonable time and at a reasonable price where no price was agreed in advance. If our work does not meet these standards, you have the right to ask us to repeat or fix the work at no extra charge, or to receive a price reduction.

Record keeping

We keep a record of all complaints received and how they were resolved. This helps us identify patterns and improve our service over time. Complaint records are retained in accordance with our Privacy Policy.

Contact

Email: info@sornione.com
Post: Sornione Ltd, 264 Rugby Road, Coventry, CV3 2BD
Company No. 15765374 — Registered in England & Wales