Feedback
Your Feedback Is Vital To Us
We're always looking to improve our service and that requires feedback from you - good or bad.
We always share all of the feedback we receive with the relevant department, staff or contractors concerned, meaning your experience is made better.
If you want to get in touch, you can fill in the form below and let us know how your Platform experience was.
New Sales Enquires
Our Sales Consultants are available: Monday - Friday | 9am - 5pm.
At all other times, please leave a message.
When calling Platform, press Option 2 followed by Option 2.
0333 200 7304 To speak to our Sales Consultants
Staircasing & Resales Enquiries
Our Staircasing & Resale advisors are available: Monday - Friday | 9am to 5pm.
At all other times, please leave a message.
When calling Platform, press Option 2 followed by Option 3.
0333 200 7304 To speak to our Staircasing & Resales Team
Complaints Procedure
We always endeavour to provide a world-class service here at Platform but if you do have a complaint, we want to hear it so that we can improve next time.
We ask that you follow the complaints procedure below so that we can best handle your issue and come to a quick resolution:
Stage 1: Initial Complaint
If you are unhappy with our service, please speak to your Sales Consultant in the first instance. They can normally sort out problems quickly and efficiently for you.
If there is still problem, please let us know. We will ask you how you would like us to contact you and let you know within five working days who is dealing with your complaint. They may ask relevant members of the team to help them to investigate.
We will consider a range of options to sort out your complaint. You will receive our reply within 10 working days, and we will confirm our reply in a letter.
Stage 2: If You're Still Not Happy
If you feel that your problem has not been resolved or you still have an issue, you can ask us to escalate. A senior manager will investigate your complaint, replying to you within 10 working days and confirming our reply in a letter.
At this point, we hope you are happy with the result. If you are not, please tell us within 15 working days. You will need to tell us why you are not happy and what you would like us to do.
Stage 3: Final Appeal
Your appeal will be considered by a panel of three people, including representatives of our board of management. They will hear your appeal within 20 working days of you telling us why you were unhappy with our reply at stage two.
You do not have to attend the appeal panel’s meeting. But if you want to, you or your representative are welcome to attend if you let us know in advance.
We will write to tell you what the appeal panel decided within five working days of the panel meeting.