Legal
Last updated: 30 July 2026
The short version: if something isn't right, tell us directly first — most issues are sorted quickly with a phone call or email. If we can't resolve it between us, Certass and, where a warranty is involved, HomePro are both there to help.
As Certass registered installers, we follow a clear complaints procedure so you always know what to expect if you're unhappy with any part of your quote, order or installation. This page sets out the steps we follow, our response timelines, and how to escalate a complaint if you're not satisfied with our response.
In the first instance, please contact us directly so we have the chance to understand and fix the problem. You can reach us by:
Please give us your name, order or job address, and as much detail as you can about the issue. We'll give you a complaint reference number and log your complaint on our system.
If your complaint isn't resolved to your satisfaction by the team member you first spoke to, it will be escalated to management for a direct review. We will arrange a call, site visit or written response as appropriate, and agree next steps with you, including any remedial work required.
If we're unable to resolve your complaint between us, and it relates to a Certass-registered installation, you can refer the matter to Certass's consumer protection service. Certass can independently review complaints about registered installers and, where appropriate, arrange for remedial work.
Certass Ltd — certass.co.uk
Please quote your Certass registration or installation certificate number, which was provided to you on completion of your installation, along with our complaint reference number.
If your complaint concerns a warranty matter covered by your 30-year HomePro Insurance Backed Guarantee — for example, if we were no longer trading, or a workmanship issue falls within the guarantee period and hasn't been resolved directly with us — you can make a claim directly with HomePro using the guarantee documentation provided to you on completion.
Keep your HomePro guarantee certificate and registration number safe, as you will need these to make a claim.
| Stage | Timeframe |
|---|---|
| Acknowledgement of your complaint | Within 5 working days |
| Investigation and initial response | Within 14 working days of acknowledgement |
| Target resolution | Within 28 days of your complaint being raised |
Some issues — particularly those requiring a site visit, specialist parts, or third-party input — may take longer to fully resolve. If that's the case, we'll keep you updated on progress and give you a revised timeframe.
Every complaint is given a unique reference number when it is logged. Please quote this reference in all further correspondence with us, and with Certass or HomePro if you escalate your complaint. We keep a written record of all complaints, including the date raised, the nature of the issue, actions taken, and the outcome, for at least the duration of your guarantee period.
We recommend you also keep your own records — your order confirmation, guarantee documents, any photographs of the issue, and copies of correspondence with us — in case you need to escalate your complaint.
Email info@baileyhaguejoinery.co.uk or call 01977 680 121 (Sherburn in Elmet) or 01904 501 221 (York). We take every complaint seriously and want the chance to put things right.