Customer Complaints Policy
At The ShutterShack, we are proud members of the British Blind and Shutter Association (BBSA) and a vetted and monitored Checkatrade member. This means we are committed to following strict industry guidelines, high standards of workmanship, and honest business practices.
We take pride in delivering excellent service and quality shutters — but if you are not fully satisfied with any part of our service, we want to hear from you. Your feedback is important and helps us continue to improve.
Below is our formal complaints procedure, in line with BBSA and Checkatrade expectations:
1. Let Us Know
If you have a concern or complaint about work we’ve carried out, please contact us as soon as possible.
You can reach us via:
📧 Email: enquiries@theshuttershack.co.uk
📞 Phone: 01202 287205
📮 Post: The ShutterShack, 87a Newtown Road, Verwood, BH31 6EG
To help us resolve your issue efficiently, please provide:
Your name and contact details
A clear description of the issue
Any relevant photos or supporting documents
The date of your installation or service
Please note: Complaints received by post may take longer to process due to potential delays or disruptions with postal services. We recommend using email where possible to ensure the fastest response.
2. Acknowledgement of Your Complaint
We aim to acknowledge your complaint within 2 working days of receipt. You will receive a confirmation of your submission and next steps.
3. Investigation
We will carry out a thorough and fair review of your complaint, which may include:
Reviewing internal communications and installation records
Assessing any photographic or written evidence provided
Visiting your property if required
Speaking with the installation team or surveyor involved
We aim to complete our investigation and issue a formal response within 5–10 working days.
4. Response & Resolution
Once we have completed our investigation, we will provide:
A clear explanation of our findings
A proposed solution (e.g. repair, adjustment, or clarification)
A timescale for any required remedial work
Our goal is to resolve all valid complaints professionally, fairly, and within a reasonable timeframe.
5. Remedial Work
If any work is required, we will arrange a convenient time with you. As a small independent business, our schedule may be impacted by pre-booked installations or holiday periods, but we will do our utmost to prioritise your resolution without undue delay.
6. Follow-Up
After the resolution is completed, we may follow up to ensure the issue has been resolved to your satisfaction. We value your feedback and use it to refine our service.
7. Escalation (If Needed)
If you are not satisfied with our response or resolution, you may request that the matter be escalated to a senior member of the team for further review.
As members of the BBSA, we also follow their official Customer Code of Practice, which you can view here:
👉 BBSA Customer Code of Practice (PDF)
If necessary, the BBSA provides an independent dispute resolution process once our internal steps have been exhausted. You can find more at www.bbsa.org.uk.
You may also escalate concerns through Checkatrade, who monitor our performance and support fair customer outcomes: www.checkatrade.com
Understanding Product Characteristics
We also kindly remind customers that, as with all natural materials and handcrafted installations, there may be certain tolerances and variations inherent in shutter products. These are detailed in the official BBSA guidance on product characteristics for internal shutters:
👉 BBSA Product Characteristics – Internal Shutters (PDF)
This information may help clarify whether any minor visual or material variation is within expected and acceptable standards.
Our Commitment to You
We understand that issues can occasionally occur, but we are committed to resolving them swiftly and with care. As a BBSA-accredited and Checkatrade-trusted company, we take our responsibility to you seriously and appreciate the opportunity to put things right when needed.
