Complaints Policy

Complaints Procedure

At Chelsea Summerhouses, we pride ourselves on having 100% happy clients. If for whatever reason you’re not completely happy with our service we’d like to hear about it – that way we can do something to put it right.

We do our utmost to make sure our customers get the best garden building and service possible. We don’t believe you should compromise on the quality of the product and service you receive. 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:

How and where to complain

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

In writing – write to us at 51 Station Road, Sedgefield, TS21 2BY and address your letter to The Customer Complaint Manager.

By telephone – call us on 0800 3317742 during our office hours and ask for the Customer Services Department.

By email – email us at

How long will it take?

 We aim to resolve your complaint straight away but if we can’t we will write to you within 5 business days to tell you:

– Why we have not resolved your complaint

– Who is dealing with your complaint

– When we will contact you again

We will usually resolve your complaint quickly but if it is complex it may take longer.

We will keep you informed on a regular basis (and every 4 weeks as a minimum) but if you need an update please call us and ask to speak to the person handling your complaint.

If we cannot reach agreement with you

If we can’t agree a solution with you within 8 weeks, we will:


The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter or if 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details:

Please note: Only complaints relating to the sale of financial services are to be referred to FOS 

Financial Ombudsman Service

If you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Or you can telephone them on: 0800 023 4567

Or email them at:

Further helpful information can be obtained from visiting the Financial Ombudsman Service web site at

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