Customer Care & Complaints Policy
Version 1.0 · Issued 03 November 2026
1. Purpose and scope
KLR Design Limited is committed to quality, safety and fair customer treatment. This procedure covers complaints about gate fabrication, installation, automation, access control, servicing, maintenance and associated customer service. Customers may complain by telephone or email. A Director is responsible from receipt to closure.
2. Receiving and recording complaints
The Director records each formal complaint in the complaints register, including the date, customer contact details, installation or invoice reference, issue, desired outcome and any safety implications. Telephone complaints are written up by the Director and the summary confirmed with the customer where appropriate. Customers may provide photos and other relevant evidence.
3. Acknowledgement and urgent safety concerns
KLR aims to acknowledge complaints within 3 working days. A reported risk of injury, uncontrolled gate movement, failed safety device or similar hazard is escalated for urgent safety assessment without waiting for normal response targets. Where continued use may be unsafe, the customer should stop using the equipment and keep others clear pending professional advice.
4. Investigation
The Director considers the quotation, agreed specification, variations, handover records, commissioning and safety records, warranty, manufacturer guidance, customer evidence and applicable legal requirements. A site visit or specialist input may be arranged if necessary. Findings, evidence and decisions are documented.
5. Response and resolution
KLR aims to provide a written response within 10 working days of receiving the complaint. If more time is required, the Director will explain the reason and give an updated timescale. The response will explain findings, any proposed remedy, responsible person and expected completion date. Where KLR is responsible, appropriate action will be taken in line with statutory and contractual obligations.
6. Costs, warranties and consumer rights
Damage, misuse, third-party modifications and maintenance issues are assessed on their facts. Any proposed chargeable investigation or repair is explained and agreed in advance; customers are not automatically charged because a complaint is unsubstantiated. Nothing in this policy excludes or limits statutory consumer rights, including rights under the Consumer Rights Act 2015 where applicable.
7. Unresolved complaints and improvement
If a customer disagrees with the outcome, a Director will review the evidence and communicate KLR's final position. Where relevant, KLR will identify applicable trade-body or legally required alternative dispute resolution arrangements. Complaints, root causes, corrective actions and effectiveness checks are reviewed periodically for continuous improvement. Personal information is managed in line with our company privacy policy.
Policy owner: Company Director. Review due: November 2027 (or earlier if needed).